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Most companies have some policies that are less than customer friendly. How reps handle them can make all the difference to customers. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to consider the following five points when customers question a policy: 1. Avoid saying, "That isn’t our company…Continue reading
Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers, coworkers, and even in their self-talk. An often overlooked source of negative…Continue reading
A positive outlook directly contributes to reduced stress and improved productivity at work and at home. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors share several quick tips to help customer service reps think more positively. Tip 1. Reframe. When negative thoughts crop up, acknowledge them and then reframe them…Continue reading
Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers and coworkers. The reason, they say, is based on neuroscience. Experiments show…Continue reading
• Positive words go a long way in customer service
• Play nice at work
• Replace these negative words
• Service News: A monthly roundup ...
• Ask the Experts: What’s the best way to handle an unfriendly customer service policy
• Avoid these “common” service mistakes
• Sharpen your senior skills
• Do customers trust you?
Each time a service rep speaks with a customer, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that reps can use to present themselves and their organizations in the…Continue reading
People who regularly speak in public are some of the best communicators. They understand how to present themselves as knowledgeable and authoritative, how to engage an audience, and how to deliver a message in the most compelling and persuasive way. In the April issue of Customer Communicator, the newsletter for frontline reps, public speakers share techniques…Continue reading
The quality of a service professional’s voice sets the tone for each customer conversation. The well trained voice will sound confident, trustworthy, interested, and likable, and will smooth the way to a positive interaction. In the training guide, Sounding Great on the Phone, the author provides six techniques to become a more polished and professional speaker. It…Continue reading
• Say it like you mean it — Five ways to sound more professional and confident
• Learn how to think more positively
• Get the most benefit from reading out loud
• Ask the Experts: How should I handle last minute requests?
• Service News: A monthly roundup ...
• Deal with arguments by avoiding them
• Use “mindfulness” to ease stress
• When in doubt, try the Bulletin Board Test
• Build rapport with humor
• Responding to praise
Researchers have found that after the initial greeting, customer service reps are seen as more helpful when they use concrete or specific language. The March issue of Customer Communicator, the newsletter for frontline reps, includes four customer service tips that are backed by recent research. This includes the benefits of using concrete or specific language. "Including…Continue reading
On the phone or in person, listening is the single most important service skill. And while people assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers. In the training guide, Effective Listening, the authors take readers through eight steps to…Continue reading
While customer service reps may think of themselves as part of the service team, or part of the larger organizational team, recent research shows that customers respond more positively to representatives who refer to themselves in the singular such as "I", "me", and "my" instead of "we" or "our" This language suggests that the rep…Continue reading
