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May 2018

Support your reps’ efforts to obtain customer feedback — John Goodman, vice chairman of Customer Care Measurement & Consulting (CCM&C), and author of Customer Experience 3.0, shares two recent documents to help managers obtain, understand, and use customer feedback. They include:

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Solutions for Stressful Situations

April 12, 2018 — Customers, coworkers, and personal demands — those are the top three sources of stress for today’s busy customer service professionals. Managing each type of stress requires different strategies, and it’s well worth the effort to fine-tune your stress management skills, says Genella MacIntyre, author of 5 Steps to Reducing Stress. In an…To read more — login/sign up

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Spotlight Award Winner

Heather Cruit
Team leader
BioSolutia

Stepping outside of the box helps Heather Cruit help customers. When a difficult issue came up regarding the cost and insurance coverage for a customer’s medication, Cruit decided that a three-way call was needed. Bringing together the patient (her customer) and the doctor helped ensure that the customer was completely satisfied.

Learn more about the award

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April 2018

There’s much that managers can do to alleviate stress in the workplace — Service expert Genella MacIntyre recommends that managers help their teams by monitoring stress levels, providing back up, offering praise, and setting up a quiet room. These resources provide additional insights:

Tips and techniques for setting up a quiet room

Five steps to help managers reduce stress, a leadership article from Genella MacIntyre.

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April 2018

The “Little Tramp” reminds us to smile — Humor can be useful during interactions with customers because it helps to diffuse anger and initiate problem solving. But, be sure to avoid the Four Nots of humor.

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March 2018

Train your reps to handle customers online and via social media — Online service skills are a growing necessity for reps in today’s digital communication age. Managers need to make sure their reps are prepared. Here are some resources:

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Award-Winning Rep Shares Advice

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

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