January 16, 2020 — Teamwork is one of the most powerful tools for providing high quality customer care. A cohesive team can accomplish much more in terms of innovation, efficiency, and productivity than the sum of the individuals that make up the team. In the January issue of Customer Communicator newsletter, service expert Ron Willingham discusses how…To read more — login/sign up
December 19, 2019 — In the December issue of Customer Communicator newsletter, communications consultant and coach, Patti Wood reminds readers that the first words a customer hears will set the tone for the conversation to follow. She notes that there is solid data behind this practical reminder. “Research says that the most important thing we look for…To read more — login/sign up
Answers from frontline reps — A riddle and a smile. In our service center, some of our representatives are multi-skilled. The majority are phone-only, however some work with our eMessage system, sending secure messages to our members. Others are expert in our chat skill. These representatives are vital to the success of our organization, as members…Continue reading
Work regular team-building activities into your staff development and training routine — In an article from our archives, learn how to include team-building in your staff routine and see Brian Cole Miller’s team exercise, “The Buttermilk Line.”
A fit New Year. Many fitness experts recognize the benefits of short periods of exercise or mini-workouts throughout the day. See an article from The Washington Post that demonstrates 12 exercises that can be done in most offices.
December 5, 2019 — The period from Thanksgiving to New Year’s Day can be hectic — filled with shopping, visiting, and celebrations of all kinds. So how do you keep your focus on customers when you’re wondering about what to get Aunt Millie for Christmas and where to seat Uncle Joe for New Year’s brunch?…To read more — login/sign up
Mary Katherine Henderson
Insurance Center Inc.
“Sometimes,” says Mary Katherine Henderson, “it’s hard to see past the day to day tasks of my job and know that I’m truly in the business of helping people.”
But that’s exactly what Henderson does every day. She attributes much of her success in service to a positive attitude. “I try to wake up every morning to face each new day with a bright and positive attitude, emphasis on TRY,” she says. “Skills can be taught, experience will come with time, but a positive attitude is one thing that we, as CSRs, can control on a daily basis.”Learn more about the award
November 21, 2019 — According to authors Val and Jeff Gee, the best way to get customers to comply with your requests is to have them commit to the action by saying “yes.” In general, people feel the need to make their actions consistent with their words. A study of the language used to confirm…To read more — login/sign up
Six rules of customer service etiquette — Learn about the importance of body language when serving customers face-to-face, read this helpful article “The body language of listening.”
November 7, 2019 — In the November issue of Customer Communicator newsletter, Jon Gordon, author of The Energy Bus and others, shares techniques to maintain a positive attitude at work. It’s all about focusing on your purpose. Or as he says, “remember why you do what you do.” Defining your purpose may require a bit of a mental shift.…To read more — login/sign up
Answers from frontline reps — Track issues as they arise. Requests from internal customers can cause confusion and stress, especially when both parties don’t share the same expectations. When this is the case, I suggest a brief conversation with your internal customer to talk over expectations and come to an agreement. If you can’t work things…Continue reading
Try these techniques to boost energy and stay positive at work — In an article from our archives, Jon Gordon offers suggestions for fine tuning the interview process with positivity in mind.