There are lots of words that customers never want to hear — from "There’s been a mix-up...," to "I need to cancel...," to "We will not be able to...." In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, authors Val and Jeff Gee remind readers, that there are two words…Continue reading
What would you do if Taylor Swift, LeBron James, or Sandra Bullock called your service center? Would you treat them like any other customer with a question or complaint? It’s tempting to say "yes," but the answer is probably "no." In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, author…Continue reading
While asking customers a lot of questions may feel intrusive and time consuming, failing to ask those questions can lead to miscommunication, repeat contacts, and frustration for both the rep and the customer. In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, the authors recommend four techniques for expert questioning.…Continue reading
When speaking with customers, keep your language as positive and supportive as possible — Especially when asking questions. In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, the authors stress the importance of speaking without blame. Phrasing that sounds like you are pointing a finger or making an accusation can…Continue reading
Sometimes, no matter how much you would like to help the customer, you simply can’t bend the rules. Handling this situation the wrong way can anger the customer and jeopardize their relationship with your organization. In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer suggests a…Continue reading
For decades, the Golden Rule has been the guiding principle for customer service professionals. In the October issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer makes a strong case for trying the Grandma Rule instead. What’s the grandma rule? The grandma rule says to treat customers as you…Continue reading
