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Ask the Panel • Customer Service Week Bulletin • Service Starters • Spotlight Awards • Web Extras - Customer Communicator • Web Extras - Skill Sharpener

Don’t Let Customer Calls Go Off The Rails

  By Sarah Benardos Service Starters

April 18, 2019 — Sometimes a customer gets upset, for no apparent reason, right in the middle of a conversation. How do you get back to the subject at hand without minimizing the outburst or its causes? According to Robert Bacal, author of Perfect Phrases for Customer Service, the secret to getting a customer back on…To read more — login/sign up

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Keep Listening Skills Sharp

  By Sarah Benardos Service Starters

April 4, 2019 — There are several basic steps to better listening. And it all starts with recognizing what’s involved. “Exceptional listening requires concentration, effort, and a thoughtful response,” says author Joe Takash, “It means you must work at listening with your head and heart and not just with your ears.” The April issue of Customer…To read more — login/sign up

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Spotlight award winner

  By Sarah Benardos Spotlight Awards

Brenda Peralta
Crystal D

At Crystal D, everyone on staff is called a Memory Maker. The name reflects the company’s goal of creating positive memories for the customers and coworkers. Customer Service Rep Brenda Peralta exemplifies the Memory Maker goal and was recognized by her industry association as customer service rep of the year for 2018. Her number one tip for frontline reps is: “Smile when you’re helping customers. Even if it’s over the phone, people can tell when you’re smiling. If you smile, your customers will immediately trust you and trust that you’re going to be able to help them.”

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Take a Physical Approach to Intense Customer Encounters

  By Sarah Benardos Service Starters

March 21, 2019 — Handling difficult customer interactions can take a physical toll on your body. So Craig Harrison, author of Stellar Service!, recommends that frontline reps take a physical approach to counteracting stress. Here are two techniques for releasing stress and tension in the shoulders, neck and upper back. Yes, no, maybe, I don’t know. As…To read more — login/sign up

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April 2019

  By Sarah Benardos Web Extras - Skill Sharpener

There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to  find a Listening with Heart mini-poster, which you may download and print.

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April 2019

  By Sarah Benardos Web Extras - Customer Communicator

There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to find a Listening with Heart mini-poster, which you may download and print.

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Finding the Right Words Helps Soothe Angry Customers

  By Sarah Benardos Service Starters

March 7, 2019 — When working with customers, over the phone, in person, or online, it’s important that frontline reps choose the right words. Words that convey a desire to help, words that demonstrate confidence and ability, words that soothe and reassure. Choosing the right words is especially important when dealing with an angry or…To read more — login/sign up

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Question: Do you have any regular celebrations or teambuilding activities in your department?

  By Sarah Benardos Ask the Panel

Answers from frontline reps — Try an Imagination Station. Our group created teambuilding activities last year. The mission was to come up with something that would engage our branch (of about 400 employees) without the use of any food or pulling people off the phones (we work in a contact center). Thus, the Imagination Station was born.…Continue reading

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Practice Power Postures

  By Sarah Benardos Service Starters

February 21, 2019 — As service providers, your team members must consistently deliver a positive customer experience — “power postures” can help. By practicing power postures, coach and author Akash Kaira says you can improve your mood and project a more positive image to customers, coworkers, and others. In a power posture, you expand the…To read more — login/sign up

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March 2019

  By Sarah Benardos Web Extras - Skill Sharpener

Take a physical approach to intense encounters — Share this yoga handout with your team. The exercises were excerpted from the publication, Yoga at Your Desk.

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March 2019

  By Sarah Benardos Web Extras - Customer Communicator

Food for thought — Choosing healthier foods is easier than you may think. Your first step is to eat fewer foods high in calories, fat, salt and sugars and swap them for something healthier, including more fruit, and vegetables. Woman’s Health magazine shares this excellent list of healthy food swaps.

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Practical Tips to Banish Negativity

  By Sarah Benardos Service Starters

February 7, 2019 — There’s a lot of negativity in the world, from the nightly news to entertainment programs that trade on sarcasm and cynicism. There can also be negativity in the workplace — especially the customer service workplace. Noted author and trainer JoAnna Brandi has focused on the importance of maintaining a positive attitude…To read more — login/sign up

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