Positive phrasing focuses on what can be done rather than on limitations, problems, or what cannot be done. In customer service, it means replacing negative statements like "We can’t ship that until Friday" with more helpful language like "We can ship that for you on Friday." Positive phrasing keeps conversations constructive, reduces frustration, and shows…Continue reading

 

Ask 10 people on the service team how to define customer service, and you’re likely to get 10 different answers. In the May issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Richard S. Gallagher shares his thought-provoking definition of customer service. "Many people look at customer service as a matter of…Continue reading

 

As a frontline rep, it can feel like you spend your entire day apologizing. And that’s a good thing. Sometimes, when things go wrong, the best thing that you can do is offer a sincere apology. It is the simplest and most direct way of letting the customer know that you care and want to…Continue reading

 

In late 2021, the online food delivery company DoorDash, asked all employees — including its engineers and top executives — to participate in food deliveries ("dashes") at least once a month. The goal was to fuel a "customer-obsessed mindset" by bringing employees closer to the customer. Fortunately, customer service reps don’t need to deliver meals…Continue reading

 

When a customer is agitated or hostile and you’re on the receiving end, it’s hard not to take it personally and react with the same level of hostility. In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Rich Gallagher suggests trying what he calls the Uncle Bob technique. Bob…Continue reading

 

First impressions set the tone for an entire customer interaction. It can be smooth and cooperative or difficult and combative. In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Scott McKain shares three lessons for making a great first impression. First, remember that everything matters, not just your words.…Continue reading