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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• Great listening: It’s as much about speaking as it is about hearing
• Re-energize with spring cleaning
• Deep breathing refresher
• Service News: A monthly roundup . . .
• Stop calling and go to the website
• Good news
• Keep the drama out of the workplace
• Why customers leave
• Step up to build trust
Discussion topics and activities for the April 2025 issue of Customer Communicator.
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• Choose your words carefully when working with angry customers
• Try personal scripting
• Service News: A monthly roundup . . .
• How should I handle rude or insulting customers?
• Good news
• Transfer if you must, but always explain why
• Take a brain break
• Watch your temper in email
• We’ve always done it that way
Discussion topics and activities for the March 2025 issue of Customer Communicator.
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• What to say when you can’t say “yes”
• Managing time and priorities
• The benefits of escalation
• Service News: A monthly roundup . . .
• How can I add interest to my voice?
• Good news
• Responding to a customer’s grief
• Give the caller adjustment time
• Just don’t say it!
• Can you hear me now?
Discussion topics and activities for the February 2025 issue of Customer Communicator.To read more — login/sign up
• Take a quick time-out to better serve customers
• On the other hand, fill lengthy pauses
• Time for a New Year desk refresh
• Service News: A monthly roundup . . .
• Ask the Experts: Favorite phrases for customer service
• Good news
• Who do you thank?
• Treat each call as the start of a relationship
• Don’t sit on bad news
• Keep negative talk out of the service center
Discussion topics and activities for the January 2025 issue of Customer Communicator.
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• Help customers stay focused and on track
• Stop sitting and start moving
• Post a sign to direct customers
• Service News: A monthly roundup . . .
• Ask the Experts: Cross-selling and upselling in customer service
• Good news
• Avoid negative language
• A two-part technique to head off problems
• It’s all in the voice
Discussion topics and activities for the December 2024 issue of Customer Communicator.
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• Common customer service myths debunked
• Staying sharp during the holiday season
• True, not true
• Service News: A monthly roundup . . .
• Ask the Experts: Why all the fuss about proactive service?
• Good news...
• Getting right to the point with voice messages
• Staying focused on the customer
• Keeping on track and on schedule
Discussion topics and activities for the November 2024 issue of Customer Communicator.
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