On the phone or in person, listening is the single most important service skill. And while people assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers. In the training guide, Effective Listening, the authors take readers through eight steps to…Continue reading

 

While customer service reps may think of themselves as part of the service team, or part of the larger organizational team, recent research shows that customers respond more positively to representatives who refer to themselves in the singular such as "I", "me", and "my" instead of "we" or "our" This language suggests that the rep…Continue reading

 

It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive or angry. In the training guide, Handling Difficult Customers, the authors take readers through seven steps to…Continue reading

 

Most people think they are good listeners. But listening effectively is something that very few people do well. It’s not that listening is so difficult, it’s simply that most people have never developed the skills. And even if you know what to do, it’s easy to slip into bad habits. The February issue of Customer Communicator,…Continue reading

 

While most customer interactions take place on the phone, email is catching up fast. Quick, courteous communication via email can boost productivity and enhance customer relationships, while careless and unprofessional email can frustrate and antagonize customers, coworkers, and others. In the training guide, Effective Email Communication, the authors point to a dozen ways to make email…Continue reading

 

As inflation rises and budgets tighten, service organizations can expect to see an increase in demand for meaningful, personalized customer experiences. Fortunately, there are steps that every frontline rep can take to meet those rising expectations. Remember the "little things" Customers like to feel special and important — not simply one of many nameless accounts…Continue reading