Customer Communicator, June 2020
- The power of questions
- Adjusting to the new normal
- Train yourself to ask questions
- Service News: A monthly roundup
- Ask the Panel: How can I build rapport with customers?
- BLUF and other rules for email
- Developing empathy
- Admit it
- Heard on Twitter
June 2020
Developing empathy — Reading a great work of literature — or watching a film or play — allows us to temporarily step out of our own lives and fully immerse ourselves in another person’s experience. The team at the Morristown Festival of Books has prepared a comprehensive document with everything you need to start and lead a book group.
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Service Recovery the Disney Way
When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique. Hear: Let the customer tell their entire story without interruption. Empathize: Show that you understand how the customer feels. Use phrases like "I’d be frustrated, too." Apologize: Even if you…Continue reading
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Clear the Clutter
Whether you’re using a makeshift workspace at home or you’re in the office, it’s time for some spring cleaning. According to Jeffrey Meyer, an efficiency expert and author of Time Management for Dummies, people should focus on clearing the clutter even if they don’t enjoy it. "Nobody wants to clean their desk, and nobody wants to…Continue reading
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Featured Frontline Rep
Service TeamShipping Easy This month, we recognize the service team at Shipping Easy. In 2018 the team won two national customer service awards. The reason is clear, says Marketing Manager Rob Zaleski, it all comes down to recognizing that our customers are our partners. “Our customer success team members see themselves as an integral part…Continue reading
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Customer Communicator, May 2020
- Word choice, the subtle influencer in customer communications
- Clear the clutter
- Non-verbal language matters too
- Service News: A monthly roundup
- Frontline Spotlight: Partnering with customers makes this team a winner
- Watch out for icebergs
- Now hear this
- Getting a new behavior to stick
- Refresh with 3-3-6 breathing
- Heard on Twitter
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Getting a New Skill to Stick
If you are trying to incorporate a new service technique into your daily interactions with customers (personalizing the call, expressing empathy, or allowing customers to finish before you speak) a visual reminder is a simple and easy way to keep your intentions focused and to give priority to the changes you want to make. One…Continue reading
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Avoid Upspeak and Other Negative Vocal Patterns
Knowledgeable. Confident. Friendly. Empathetic. There’s a lot that frontline reps need to convey in a single customer contact. And sometimes only a few brief moments to do it all. One speech pattern that can be a confidence killer is upspeak. Upspeak or uptalk is a pattern most commonly seen in women. Although many men use…Continue reading
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May 2020
Word choice, the subtle influencer in customer communications — This month, Micah Solomon discusses how to create a meaningful lexicon for any organization. Read the archive article, "Does your service language meet customer's needs?"
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May 2020
Getting a new behavior to stick — If you are trying to incorporate a new service technique into your daily interactions with customers try our custom print and use reminders. Just trim them out and place them where they are easily visible.
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Putting Customers on Hold, The Right Way
No one likes being put on hold, but sometimes it’s unavoidable. Especially when you’re working with reduced staff. Keep these tips in mind for a smooth transition to hold. Tip #1. Offer a reasonExplain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like…Continue reading
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Controlling Fear is Crucial in Trying Times
April 9, 2020 — As the coronavirus pandemic disrupted everyday life and roiled the U.S. economy, coach Mike Staver was reminded of the importance of understanding human neurology. Much like the coronavirus, fear is a highly contagious state of being, Staver says. With restaurants, stores, and offices closing down, it’s all too easy to be…Continue reading
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