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

Featured Frontline Rep

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.”

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Featured Frontline Rep

Ashley Fitzsimmons
Fitzsimmons Insurance Agency

Ashley Fitzsimmons shares three keys for success as a customer service representative. First, is the ability to adapt to a changing business environment and to ever increasing customer communication channels. Second is the ability to push through the unpleasant tasks to get important things done when they must be done. And third is the ability to maintain a positive attitude about the work and the clients that you serve.

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October 2019

Overcoming common obstacles to telephone communication — A modern, zoned service center layout can play an important role in reducing distractions. Office furniture manufacturer Herman Miller, has researched office design in many fields including call centers. See the recommendations in the white paper, People-Focused Contact Centers.

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Question: From time to time, I need to request information from other departments. It seems like my requests are the last thing on anyone’s list. What can I do?

Answers from frontline reps — Bridge the gap. It can seem as though your request is put on the back burner, but that most likely is not the case. Just as you are busy working with your customers, your peers in other areas are doing the same thing. This is a situation that commonly happens between…Continue reading

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