January 5, 2018 — Every other week we post a brief article from Customer Communicator. Over the course of the year we’ve covered everything from building trust with customers, to maintaining positivity, to saying “no” the right way. To wrap up the year, we’re highlighting five of our favorite posts. Timely and informative, they showcase some…To read more — login/sign up
What resolutions will you and your reps be making for the New Year? — Following are resources with suggestions on important areas for improvement in the New Year:
- An article by Shep Hyken on the personal traits that make for good customer service.
- An article by John Goodman on how managers can empower their employees to make improvements.
- A New Year’s Resolutions poster to print and share with your team.
Try your hand at mentoring — Whether mentoring in your organization is a formal or an informal process, it is a great way to build connections on your team and to get new reps up to speed quickly. Here are tips on making the most of the mentoring experience.
December 14, 2017 — In the December issue of Customer Communicator, Nancy Friedman reminds readers about the importance of the first and the last 10 seconds of a customer call. Friedman, a customer service consultant known as The Telephone Doctor, notes that reps should start each conversation with a positive, and end each conversation with a…To read more — login/sign up
Make sure your reps are prepared to deal with angry and irate customers — Here’s more advice from Nancy Friedman on important topics covered in this month’s issue of Customer Communicator.
- More on training to avoid emotional leakage.
- More on training to understand the difference between sympathy and empathy, and why it matters.
Don’t let the holidays stress you out — Use these time management tips to keep yourself on track during the holidays.
Customer service supervisor
The key to good service, says Badillo, is ownership, “I take responsibility for the customer from the moment that the issue arises to the moment that the problem has been resolved. And oftentimes those customers feel comfortable enough to reach out to me directly via my direct number or email to take care of any other situation.“Learn more about the award
November 30, 2017 — Customer service reps have to deal with a variety of customers — ranging from the calm and polite to the slightly overbearing to the downright irate. It’s all part of the job, and it pays to be prepared for all of the possibilities. When confronted with an angry customer, Nancy Friedman, a…To read more — login/sign up
November 16, 2017 — From effective listening to computer savvy, there are a lot of skills needed to be effective in customer service. This month Customer Communicatornewsletter asked its panel of frontline reps, “What are the most important service skills?” The responses provide practical insights for anyone working in customer service. For example, Jerrard Gates of…To read more — login/sign up
November 2, 2017 — Many organizations require customer service reps to use scripts and detailed protocols when working with customers. In some cases, they are used as benchmarks or guidelines, but in other cases reps are required to follow the scripts word for word. This often sounds robotic, but with the right approach, even a…To read more — login/sign up