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
Written language is always changing and evolving. One of the biggest factors driving change today is the use of texting and messaging. So called "text-speak" has evolved to be quick and informal and is often marked by abbreviations and acronyms (lol, BTW, IDK, etc.), limited use of punctuation and capitalization, informal greetings, and the use…Continue reading
Improving frontline skills, boosting morale, and increasing motivation are on every manager’s wish list for the new year. To help you achieve those goals, I’d like to introduce our monthly newsletter, Customer Communicator. When you start your subscription, you’ll receive the digital newsletter on the first of each month. Inside, your team will find skill-building articles,…Continue reading
Adding emphasis to individual words and phrases is essential to clear communication. Emphasis will focus the customer’s attention, clarify meaning, and make your message more engaging. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps, highlights the importance of emphasis in avoiding miscommunication. The following example shows how the meaning of…Continue reading
How do you know when you’re doing an excellent job serving customers? A compliment from a coworker or praise from a supervisor are great indicators. But there’s one more important way. In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer reminds reps that they also get…Continue reading
