January 10, 2019 — It’s only January 10th, but many people have already broken their New Year’s Resolutions. So today, we’re sharing some practical resolutions to help your service team focus on making positive change in 2019. These resolutions come to you from Customer Communicator’s team of frontline advisors. Megann says: I am resolving to look…To read more — login/sign up
Every other week we post the summary of an article from Customer Communicator. Over the course of the year we’ve covered everything from building rapport with customers, to maintaining a positive attitude, to saying “no” the right way. To wrap up the year, we’re highlighting five of our favorite posts. Timely and informative, they showcase some…To read more — login/sign up
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
