Ask the Panel • Customer Communicator • Customer Service Week Bulletin • Service Starters • Skillsharpener • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
Unfortunately, there are the customers who try to dominate a service call from the start. They want to control the situation and intimidate the rep into giving them what they want. They can be rude and manipulative — and they assume that the only way to produce results is by threatening. What can you do?…Continue reading
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No one wants to hear the word "No." And with service consultant Richard Gallagher’s can-can approach you can say "no" without ever uttering that dreaded word. Here’s how it works: The can-can is a two part response in which you acknowledge what you can acknowledge and offer what you can offer. For instance, if you were working in a retail setting…Continue reading
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Have you ever done everything a customer asked - yet they don’t seem satisfied? Unfortunately, it’s a common problem. The cause, say service consultants Karen Leland and Keith Bailey, is that customers don’t tell you everything they need. "Customers do ask for what they want, but they have basic needs that they don’t ask for.…Continue reading
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It was once widely accepted that a customer’s opinion of a service provider was formed in the first four minutes of their interaction. "Not true," says Lillian Glass, Ph.D., author of Attracting Terrific People. "Forget the first four minutes — now it’s the first four seconds." How can you use those first few seconds to make…Continue reading
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2020 is finally in our rearview mirror. One year ago, in February, no one anticipated the way that life would change for all of us just a few short weeks later. If there is one thing that we have learned from the past year, says Patrick S. Malone, Ph.D. it is "e;the importance of compassion…Continue reading
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Have you ever been provoked into letting your emotions loose on a customer? Getting defensive may be an automatic, human reaction to a caller who pushes your buttons, but it’s not a professional one. "As soon as you start taking it personally, you’ll mishandle the situation," says customer service trainer Joan Fox. "You can say…Continue reading
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Over the past 12 months, Service Starters has brought you dozens of tips for service professionals. They have covered everything from at your desk exercises, to managing empathy fatigue, to techniques for service recovery. If you’ve missed any of them during this hectic year, they are online now. You’ll even find our five favorite posts:…Continue reading
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The holiday season, for many organizations, means peak call volume, hectic schedules, and high stress levels — and prolonged sitting makes it difficult to release tension. Following are four easy-to-do "desk-ersizes" to try when stress levels rise. Sitting upright, raise the top of your shoulders to your ears. Hold for a few seconds, then relax…Continue reading
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