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Service Recovery the Disney Way

May 28, 2020
When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique. Hear: Let the customer tell their entire story without interruption. Empathize: Show that you understand how the customer feels. Use phrases like "I’d be frustrated, too." Apologize: Even if you…Continue reading

 

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Clear the Clutter

May 14, 2020
Whether you’re using a makeshift workspace at home or you’re in the office, it’s time for some spring cleaning. According to Jeffrey Meyer, an efficiency expert and author of Time Management for Dummies, people should focus on clearing the clutter even if they don’t enjoy it. "Nobody wants to clean their desk, and nobody wants to…Continue reading

 

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Featured Frontline Rep

Service TeamShipping Easy This month, we recognize the service team at Shipping Easy. In 2018 the team won two national customer service awards. The reason is clear, says Marketing Manager Rob Zaleski, it all comes down to recognizing that our customers are our partners. “Our customer success team members see themselves as an integral part…Continue reading

 

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Getting a New Skill to Stick

April 30, 2020
If you are trying to incorporate a new service technique into your daily interactions with customers (personalizing the call, expressing empathy, or allowing customers to finish before you speak) a visual reminder is a simple and easy way to keep your intentions focused and to give priority to the changes you want to make. One…Continue reading

 

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Putting Customers on Hold, The Right Way

April 16, 2020
No one likes being put on hold, but sometimes it’s unavoidable. Especially when you’re working with reduced staff. Keep these tips in mind for a smooth transition to hold. Tip #1. Offer a reasonExplain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like…Continue reading

 

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Controlling Fear is Crucial in Trying Times

April 9, 2020
April 9, 2020 — As the coronavirus pandemic disrupted everyday life and roiled the U.S. economy, coach Mike Staver was reminded of the importance of understanding human neurology. Much like the coronavirus, fear is a highly contagious state of being, Staver says. With restaurants, stores, and offices closing down, it’s all too easy to be…Continue reading

 

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