December 13, 2018 — Customers have high expectations, they are well informed, and they have low tolerance for poor service. And, from time to time they will expect more than you can deliver. Fortunately, it is possible to manage expectations, deliver what you can, and keep customers happy. In the process, reps may feel the…To read more — login/sign up
November 29, 2018 — For customer service reps, this can be a fast-paced time both professionally and personally. Staying calm and powering through the final stretch of the year will help service teams accomplish more on both fronts. In the November issue of Customer Communicator, the newsletter for frontline reps, Kathy Gruver, author of Conquer Your…To read more — login/sign up
Stacey Fontaine and Nancy Leary
Eversource
When Fontaine and Leary began their careers in customer service at energy company Eversource, they knew an important part of the job would be assisting customers experiencing difficult circumstances. With several devastating nor’easters in 2018 they put their skills to the test. The reward comes, they say, in being able to provide information that helps put someone at ease.
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November 15, 2018 — When you spend your days supporting customers, coworkers can sometimes be overlooked. But service skills trainer Kirk Miller says that productivity and job satisfaction will increase and stress levels will decrease when the service team is mutually supportive. In the November issue of Customer Communicator, the newsletter for frontline service professionals, Miller…To read more — login/sign up
November 1, 2018 — Apathy/boredom, the brush-off, coldness, condescension, robotism, the rulebook, the runaround, and the tune-out are the “eight sins of customer service,” says Deborah J. Schmidt, a customer loyalty consultant and author. Not surprisingly, these sins are common to many service centers. They’re attitudes and behaviors that reps adopt to help them deal…To read more — login/sign up
Mardell Cook
Motus, LLC
Cook has been involved in many special projects during her 10 years with Motus. One of the most challenging was creation of a video which focuses on the broad goals of the member services team and on practical details such as how reps use their tone of voice and pace to enhance each customer interaction. The video is used as a training tool for new employees in member services, sales, and other departments.
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