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Ask the Panel • Customer Communicator • Customer Service Week Bulletin • Rep Spotlight • Service Starters • Skillsharpener • Web Extras - Customer Communicator • Web Extras - Skill Sharpener

Let Customers Know They Are Heard

March 26, 2020
March 26, 2020 — When a customer provides feedback, no matter how negative, they are providing a valuable opportunity for improvement. And they want to know that they have been heard. On a personal level, it’s important for reps to respond to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings…To read more — login/sign up

 

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Make Time to Laugh

February 27, 2020
February 27, 2020 — Humor really is the best medicine when it comes to stress management. But there are even more benefits to humor in the service center. Karyn Buxman, a speaker, author, and neurohumorist explains the three functions of humor and how everything from a belly-laugh to a shared smile can improve customer service.…To read more — login/sign up

 

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Question: Is it just me or does everyone feel like they’re doing more and more training all the time?

Answers from frontline reps — Coworkers share knowledge. In order to remain relevant in today’s fast-paced and ever-changing world, service centers should strive to foster cultures of continual learning and agility.  Here’s how we ensure that everyone is current with their skills. Teams meet weekly to review major and upcoming changes. Team members periodically take initiative…Continue reading

 

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Pause for Better Service

February 13, 2020
February 13, 2020 — With the busy pace in most service centers, it might seem counter-intuitive to recommend that reps make time to pause during the day. But according to Nance Guilmartin, author of The Power of Pause, taking time to pause can help save time in the long run by humanizing customer interactions, reducing automatic…To read more — login/sign up

 

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Featured Frontline Rep

Teresa ClarkSignUpGenius A co-worker explains how Teresa embraces the mission of her company and the goals of her customers: "Teresa goes above and beyond for every user who contacts SignUpGenius for support. She always provides thorough, thoughtful responses to ensure questions are answered in a timely manner on the first interaction. It is important to…Continue reading

 

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