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Reps Get Crafty to Reduce Holiday Stress

December 3, 2021
Researchers have found that crafting and hobbies can relieve stress as much as meditation, deep breathing, and other relaxation techniques. And during the hectic holiday season stress management is essential to serving customers well. Nancy Monson, author of Craft to Heal: Soothing Your Soul with Sewing, Painting, and Other Pastimes, recommends familiar needle crafts for…Continue reading


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Reps “Shift” Language to Satisfy Customers

November 18, 2021
When frontline reps use “concrete language,” customers feel seen, heard, and valued. Recent research from The Wharton School of the University of Pennsylvania shows how simple shifts in language can help reps improve customer satisfaction and retention. A team of researchers conducted five separate experiments and measured participants’ reactions and emotions. “We found that a…Continue reading


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The Customer Communicator, November 2021

November 1, 2021

• Choosing the right words boosts customer satisfaction

• Take a mini-vacation to relieve stress

• Service News: A monthly roundup ...

• Exercise: Shift your language to satisfy customers

• Ask the Panel: How can I reduce my talk time?

• Breaking bad news to customers? 

• “What’s that in the road, a head?”

• Get to know internal “suppliers”

• Make friends by building bridges

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Apologizing the Right Way

October 28, 2021
It may feel like you are apologizing all the time --- for the long wait time, for the incorrect billing, for a simple misunderstanding. Whatever the reason, it's essential to apologize the right way. Research from social scientists Roy Lewicki, Beth Polin, and Robert Lount Jr. finds that the most compelling apologies include three distinct…Continue reading


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Re-think Customer Complaints

October 14, 2021
Each time a customer makes the effort to complain, it’s a chance to make things right. Even those customers who are frustrated or angry often want to keep doing business with your company otherwise, they wouldn’t have bothered to complain. Knowing that can help you stay in the right frame of mind — positive, proactive,…Continue reading


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Shift Your Style For Better Communication

October 1, 2021
As a service professional you’ve worked with all kinds of customers — some make quick decisions, while others take more time. Some want a lot of information, others need just an overview. Some want to socialize, others want to get to the point quickly. When you're dealing with a customer whose communication style is similar…Continue reading


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The Customer Communicator, September 2021

September 1, 2021

• Shared communication styles build strong relationships

• Shift your style for better service

• Keep conversations stress free

• Pop Quiz

Service News: A monthly roundup ...

• Ask the Panel: What metrics should I be tracking?

More than a number

Try using the Golden Pause

Convey confidence as you buy time

Is a difficult customer ruining your day?

Try teaching

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What’s Your CQ?

August 12, 2021
Everyone is familiar with the concepts of IQ and EQ but what about CQ? According to Nance Guilmartin, author of The Power of Pause, CQ or Communication Quotient is the ability to “speak clearly, listen closely, rephrase with an open mind, and take responsibility — up front — for being understood.” If you have a…Continue reading


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