Customer Communicator, October 2020
October 1, 2020
- Try reading between the lines for improved customer satisfaction
- When the world turns upside down, frontline reps are there to help
- Pop Quiz
- Practice makes perfect
- Service News: A monthly roundup
- Frontline Spotlight: Millions of pens keep this rep on her toes
- Four steps to turn down the HEAT
- Watch the clock to work smarter
- Use empathy to keep the customer connected
- Heard on Twitter
It’s Mid-September, It’s Crunch Time for Customer Service Week
September 15, 2020 — This year, we’ve already delivered Customer Service Week gifts and decorations to all 50 states, plus Germany, Switzerland, and Grenada. We’ve delivered to loading docks, office suites, front porches, and back doors. Our inventory is extremely limited, but you may now place an order for 150 pieces or more for many of your…Continue reading
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Customer Communicator, September 2020
September 1, 2020
- A communication model for service professionals
- Work like a team
- Pop Quiz
- Practice makes perfect
- Service News: A monthly roundup
- Ask the Panel: What are the most important skills for frontline customer service reps?
- To solve a problem — say it out loud
- Rituals help with end-of-day transitions
- Focus on emotional needs
- Heard on Twitter
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Customer Communicator, August 2020
August 1, 2020
- The emotional side of service
- Handle customer complaints with care
- Syncing up with customers
- Service News: A monthly roundup ...
- Frontline Spotlight: Blending fun and problem-solving on the service center floor
- Watch out for trigger words
- When to say “Thanks” to customers
- Avoid TMI
- Slow down and warm up
- Heard on Twitter
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77 Ways to Celebrate Customer Service Week
July 15, 2020 — Customer Service Week is a big, loud, fun-filled celebration. And this year doesn’t have to be any different. We’ll show you how to make this year’s event the most meaningful ever with 77 ways to celebrate Customer Service Week. Whether your service team is in the office (and practicing social distancing),…Continue reading
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Your Customer Service Week Celebration Made Easy
July 8, 2020 — At CSWeek.com, you’ll find everything you need to celebrate your Dream Team™ during Customer Service Week — Whether they are working in the office (and practicing social distancing), working remotely, or a combination. At the website you’ll find: Home Delivery. It’s easy to include remote staff with our brand new kits. Celebration kits…Continue reading
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Customer Communicator, July 2020
July 1, 2020
- Frontline reps transition to remote work
- Cell phone courtesy counts
- Is your home office giving you a headache or a backache?
- Ask the Panel: How has your work life changed since the start of the pandemic?
- The terrible, horrible, no good, very bad customer
- Avoid these bad habits when listening
- Heard on Twitter
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Old + New = Epic Celebration
June 30, 2020 — A remote Customer Service Week celebration takes shape. The team at a large electric utility in upstate New York (we can’t use their name because it’s a secret) has been celebrating Customer Service Week for many years. In March, they sent all 2,000 frontline reps home. But nothing is going to…Continue reading
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Developing Empathy to Support Customers
June 25, 2020
June 25, 2020 — How many times have you heard about the value of empathy in customer interactions? Probably a lot. And it’s good advice. Empathy is the ability to sense other people’s emotions and to imagine what they may be thinking and feeling. Some people are naturally more empathetic than others, but researchers at…Continue reading
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BLUF and Other Rules for Email
June 12, 2020
When you email a customer or coworker you want that email to be read and acted on. But with the volume of email flowing across the web it can be hard to get a customer’s attention. Ben Decker, CEO of Decker Communications, offers four no-nonsense steps to ensure that customers read your email: 1. BLUF. This…Continue reading
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Customer Communicator, June 2020
June 1, 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
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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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