Don’t Say “No”

Saying "no" to a customer is a sure fire way to trigger negative feelings. Fortunately, there are proven ways to avoid a hard "no." In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, service expert Richard S. Gallagher, shows readers three ways to say "no" without saying "no." In situations…Continue reading

 

Stamp Out Jargon and Tech Talk

Internally you probably use technical jargon when discussing service issues. But to customers, those words and phrases may be unclear and off-putting, creating a wall between you and the customer. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps discusses how to cut down on unwanted jargon. The first step is…Continue reading

 

Avoid TMI in Customer Conversations

Just as TMI, or Too Much Information, can be a problem in one’s personal life, it can also be a problem in the service center. In Customer Communicator, the training and motivation newsletter for frontline reps, service expert John DiJulius reminds readers to avoid "oversharing" with customers. He notes that all frontline reps are guilty of…Continue reading

 

Top 5 Posts of 2024 – Plus a Special Offer

Every week we share practical tips and techniques from the pages of Customer Communicator — the digital newsletter for frontline reps. To start the new year, we’re highlighting five of our most popular posts. You may read them now along with all of the 2024 posts. And, if your team would benefit from more tips, techniques, and…Continue reading

 

Try a Time-Out to Better Serve Customers

One of the most important, yet often overlooked, communication tools is the pause — that brief moment of silence during a conversation, when the speaker intentionally stops talking. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps considers when and how to pause, as well as some benefits for reps and…Continue reading

 

How to End Calls with Talkative Customers

Some customers may continue the conversation even after their issue has been resolved. While taking time to build rapport is important, it’s equally important to politely end those calls and move on to the next customer. The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, suggests gently alerting the customer that…Continue reading