February 16, 2018 — Customer Service Reps are often advised to treat each customer as their only customer. Shannon Butler, a customer service representative at Brenntag Southwest takes that advice literally because she has just one very large customer. But whether reps are working with one customer or one hundred, Butler’s advice in this month’s…To read more — login/sign up
Customer service representative
Working as the dedicated rep for the company’s second largest customer can be daunting. Butler credits the support of her coworkers both within the service department and throughout the company for ensuring that the relationship runs smoothly. “We take teamwork very seriously here,” she says.Learn more about the award
February 1, 2018 — In some organizations, there may be as many as five generations interacting in the service center, and they all have different needs, attitudes, beliefs, and behaviors. “It is important to understand these generational differences, because everyone comes to the party with a different set of expectations,” says Meagan Johnson, “and the…To read more — login/sign up
Help your reps understand and appreciate generational differences — This month author Meagan Johnson discussed generational differences in the workplace. Below she shares additional resources.
- The video below of Generations, Inc. co-authors Meagan, and her father, Larry Johnson speaking about generational traits.
- A blog post by Meagan Johnson which discusses generational issues in the workplace.
Set goals for yourself — By setting clearly defined goals, you can measure and take pride in the achievement of those goals, and you’ll see forward progress in your career. Here are goal setting strategies and suggestions from frontline reps.
January 18, 2018 — It’s January 18 and many of us have already abandoned our New Year’s resolutions. But never fear, it’s not too late to inspire your service team to rethink their resolutions with these suggestions from the pages of Customer Communicator newsletter. Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service that Sparkles suggests a resolution that…To read more — login/sign up
Manage your time this holiday season — Take this quick quiz to assess your time-management skills and to see where you might need improvement.
Adding the human element to customer service — This month author Jeff Toister recommends two resources from his website.
Use Customer Service Week to build trust — Building trust with customers and coworkers is an important part of customer service. Click here to access our mini-poster on the “Five Rules of Building Trust.”
Support your reps’ efforts to become top achievers — For more advice for both reps and managers from You Can Win author Shiv Khera, please check out the following resources:
- A checklist from Khera on Six phrases star performers never use.
- A management-oriented video featuring Shiv Khera offering advice on how to become a “high-impact leader.”