Some words and phrases are likely to spark negative reactions in customers — "our policy is," "that’s not my job," "calm down," etc. — while others ensure a smooth, positive, and productive interaction. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, the editors share six things that customers love…Continue reading

 

When working with customers over the phone, a reps voice reflects how willing — or unwilling they are to help. Speak too quickly and it may sound like you are rushing the customer or that you are not really focused on their needs. Speak unclearly and you may not sound confident or knowledgable. Speak in…Continue reading

 

When a customer is angry or upset, they may need a few moments to release that anger, or to vent, before getting down to business. In the February issue of Customer Communicator, the editors remind frontline reps that venting is not a personal attack and that they must remain non-emotional. They also suggest several important do’s…Continue reading

 

It’s common for customers to bristle when they are told to do something. It can sound like a command, and it can feel like criticism. In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Dru Scott recommends an alternative approach which he calls the "Will you..." technique. Instead of…Continue reading

 

When a caller is angry, upset, or aggressive, it’s time to turn down the heat. This may involve active listening, empathy, and questioning techniques. But there’s also a less familiar technique called “Fogging.” In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, the editors explain how to use fogging to…Continue reading

 

In stores and restaurants of all kinds the transaction ends with a receipt. It’s like a summary of what went before — you selected 2 percent milk, Greek yogurt, and a bunch of bananas. You paid $6.95. In the January issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Richard Gallagher, says…Continue reading