Gathering Feedback to Improve Service and Eliminate Frustrations

May 10, 2018 — Being on the frontline and dealing with customers on a day-to-day basis makes customer service reps the ideal source for gathering some, but not all, types of customer information. John Goodman, vice chairman of Customer Care Measurement & Consulting spoke with Customer Communicator about the four types of information that frontline reps should…To read more — login/sign up

Solutions for Stressful Situations

April 12, 2018 — Customers, coworkers, and personal demands — those are the top three sources of stress for today’s busy customer service professionals. Managing each type of stress requires different strategies, and it’s well worth the effort to fine-tune your stress management skills, says Genella MacIntyre, author of 5 Steps to Reducing Stress. In an…To read more — login/sign up

Spotlight Award Winner

Heather Cruit
Team leader
BioSolutia

Stepping outside of the box helps Heather Cruit help customers. When a difficult issue came up regarding the cost and insurance coverage for a customer’s medication, Cruit decided that a three-way call was needed. Bringing together the patient (her customer) and the doctor helped ensure that the customer was completely satisfied.

Learn more about the award