Now that you’ve moved back to the office, do you find yourself arriving home with a stiff neck and an aching back? In some cases, a few simple changes in your work habits can help you feel more comfortable. For example: If you use a single monitor, position it directly in front of you and…Continue reading
During the first few moments of each call, reps must demonstrate that they are knowledgeable, competent, and confident. But that can be difficult to do in just a few moments. Voice trainer Jay Miller. recommends the following techniques: Use a big voice. If you speak too softly, the perception can be that you lack confidence.…Continue reading
With more and more reps working from home, the possibility of unexpected background noise is real -- Think dogs barking, babies crying, smoke alarms blaring, and more. Craig Idlebrook, content manager for ICMI, calls on reps to use these awkward moments to humanize the service experience. After speaking with a rep who ignored the noise…Continue reading
Occasionally, everyone has to deal with the delicate situation of disengaging from a chatty customer who simply doesn’t want to hang up. “We’re in the habit of waiting for permission to terminate a conversation,” says Richard Gallagher of Skills Development International. However, “there are some people who will never give you that permission.” To get…Continue reading
If the language you and your coworkers use to talk about customers and your work is predominantly negative you’re probably contributing to your overall stress levels as a result. What can you do about it? JoAnna Brandi of JoAnna Brandi & Company offers this solution: Spend a week paying close attention to the language that…Continue reading
In the book Loyalty for Life, author John Tschohl outlines a process for handling mistakes and regaining the customer’s trust after an error has occurred. In addition to acting quickly, taking responsibility, apologizing, fixing the problem, and following up, he also recommends thanking the customer. This last step, "thanking the customer" is extremely important, he…Continue reading
