Align Your Energy Level With The Customer

April 28, 2022
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customer’s. He says that you can think about energy levels on a scale of…Continue reading

 

Use The “Language of Encouragement”

April 14, 2022
The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships with coworkers is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a…Continue reading

 

Delivering Bad News to Customers

March 31, 2022
Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading

 

How to Handle Nosy Questions

March 17, 2022
It’s happened to every customer service rep. A customer you've worked with, and built a nice rapport with, asks a question that feels too personal, or just plain nosy. The best way to deal with this situation, says Maralee McKee, head of The Etiquette School of America, is to make it clear that there are…Continue reading

 

Sharing a Customer’s Grief

March 3, 2022
When you work in customer service, you will occasionally encounter customers who are ill or who have received bad news concerning themselves or others. It’s never easy to know what to say or do in these situations. Oftentimes, more is less. A few simple words can be more powerful than a long, drawn out expression…Continue reading