The most recent issues of Customer Communicator and SkillSharpener have been posted for you below.
You may read the issues online and share them with your on-site and remote staff.
Please keep in mind that the newsletter is provided for your immediate service team only and may not be distributed to others.
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• Try ‘fogging’ to de-escalate calls
• Reclaim your commute
• Please don’t tell me what to do
• Service News: A monthly roundup . . .
• Take it professionally, not personally
• A problem, large or small, is still a problem
• Do’s and don’ts when customers vent
• What happens to an angry customer
Discussion topics and activities for the February 2026 issue of Customer Communicator.
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• The value of emphasis
• New year: New goals
• An email is not a text
• Service News: A monthly roundup . . .
• The value of good posture
• Give customers a verbal receipt
• It’s customer logic
• Do’s and don’ts of hold
Discussion topics and activities for the January 2026 issue of Customer Communicator.
• Treat every customer like a star
• Winter wellness
• The two most dreaded words
• Service News: A monthly roundup . . .
• How to stay energized at work
• The ultimate report card
• Listening attentively to respond appropriately
• Are you a sender or a receiver?
Discussion topics and activities for the December 2025 issue of Customer Communicator.
• The fine art of clarifying questions
• Surviving the holidays
• Open vs. closed questions, timing is important
• Service News: A monthly roundup ...
• How can I recover from a mistake?
• Handling the abusive caller
• When you can’t do what the customer wants
• Syncing up with customers
Discussion topics and activities for the November 2025 issue of Customer Communicator.
Spread the joy of the season
You have full access to the Appreciation eCards. Mark the season with this month’s Thanksgiving card. You’ll find all of the eCards under "My Account."
• Great customer service: It’s all in the details
• Pay it forward
• Feeling tired? Stressed? One of these habits may be to blame
• Service News:A monthly roundup . . .
• What can I do when a customer upsets a coworker?
• The Golden Rule or the Grandma Rule?
• Using verbal softeners
Discussion topics and activities for the October 2025 issue of Customer Communicator.
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• How to manage customer expectations
• Battling the bug
• Under promise and over deliver, Age-old advice really is true
• Service News: A monthly roundup . . .
• Should we be offering compensation?
• Can’t reach a resolution? Try this
• Use your superhero pose
• Appearances count even when customers can’t see you
• Qualities of a top performer
