March 21, 2019 — Handling difficult customer interactions can take a physical toll on your body. So Craig Harrison, author of Stellar Service!, recommends that frontline reps take a physical approach to counteracting stress. Here are two techniques for releasing stress and tension in the shoulders, neck and upper back. Yes, no, maybe, I don’t know. As…To read more — login/sign up
March 7, 2019 — When working with customers, over the phone, in person, or online, it’s important that frontline reps choose the right words. Words that convey a desire to help, words that demonstrate confidence and ability, words that soothe and reassure. Choosing the right words is especially important when dealing with an angry or…To read more — login/sign up
February 21, 2019 — As service providers, your team members must consistently deliver a positive customer experience — “power postures” can help. By practicing power postures, coach and author Akash Kaira says you can improve your mood and project a more positive image to customers, coworkers, and others. In a power posture, you expand the…To read more — login/sign up
February 7, 2019 — There’s a lot of negativity in the world, from the nightly news to entertainment programs that trade on sarcasm and cynicism. There can also be negativity in the workplace — especially the customer service workplace. Noted author and trainer JoAnna Brandi has focused on the importance of maintaining a positive attitude…To read more — login/sign up
Katie Suitter
Delta Airlines
When a young traveler and his family needed to get to a hospital for medical testing, Suitter not only made the reservations, she also sent her smallest customer a gift pack to make the flight and hospital stay a little easier. Taking the time to build rapport and following up in this thoughtful manner won Delta a devoted family of customers.
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January 24, 2019 — Getting the apology right can make the difference in service recovery. In the January issue of Customer Communicator, the newsletter for frontline customer service reps, experts weigh in with recommendations for successful service recovery. Their techniques include a well-worded apology. But not all apologies are created equal. Recent research finds that the…To read more — login/sign up
