Ask the Panel • Customer Communicator • Customer Service Week Bulletin • Service Starters • Skillsharpener • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
Now that you’ve moved back to the office, do you find yourself arriving home with a stiff neck and an aching back? In some cases, a few simple changes in your work habits can help you feel more comfortable. For example: If you use a single monitor, position it directly in front of you and…Continue reading
• Understanding the value of delivering great customer service
• Get your voice in sync
• Service News: A monthly roundup ...
• Ask the Experts: I dread questions that I can’t answer. What’s the solution?
• Fine tuning your voice
• Increase your comfort at work, enjoy the benefits all day
• Dealing with departmental conflict
• Find a way to agree
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During the first few moments of each call, reps must demonstrate that they are knowledgeable, competent, and confident. But that can be difficult to do in just a few moments. Voice trainer Jay Miller. recommends the following techniques: Use a big voice. If you speak too softly, the perception can be that you lack confidence.…Continue reading
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With more and more reps working from home, the possibility of unexpected background noise is real -- Think dogs barking, babies crying, smoke alarms blaring, and more. Craig Idlebrook, content manager for ICMI, calls on reps to use these awkward moments to humanize the service experience. After speaking with a rep who ignored the noise…Continue reading
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• It may be time to re-think your style for better customer service
• Rising above rudeness
• Projecting confidence over the phone
• Service News: A monthly roundup ...
• Ask the Experts: How should I handle unexpected background noise?
• Four tips for better cross-selling
• Set goals for the next half of the year
• Build confidence with customers
• Add kindness to your service
• Use email as a phone courtesy tool
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Occasionally, everyone has to deal with the delicate situation of disengaging from a chatty customer who simply doesn’t want to hang up. “We’re in the habit of waiting for permission to terminate a conversation,” says Richard Gallagher of Skills Development International. However, “there are some people who will never give you that permission.” To get…Continue reading
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If the language you and your coworkers use to talk about customers and your work is predominantly negative you’re probably contributing to your overall stress levels as a result. What can you do about it? JoAnna Brandi of JoAnna Brandi & Company offers this solution: Spend a week paying close attention to the language that…Continue reading
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In the book Loyalty for Life, author John Tschohl outlines a process for handling mistakes and regaining the customer’s trust after an error has occurred. In addition to acting quickly, taking responsibility, apologizing, fixing the problem, and following up, he also recommends thanking the customer. This last step, "thanking the customer" is extremely important, he…Continue reading
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• Recovering from errors, oversights, slip-ups, and fails
• Watch your language to reduce stress
• The service recovery paradox
• Ask the Experts: How can I speed up calls with chatty customers?
• The fine art of disengaging
• Make the most of meetings
• Add a small personal touch
• The customer is not always right
• Avoid these killer phrases
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Voice trainer Jay Miller, encourages frontline reps to focus on voice quality for greater clarity and improved customer service. One of the most common problems that he sees is rapid-fire speech. "Some people feel that speaking quickly makes them sound knowledgeable and that it moves the conversation along quickly, says Miller. "Unfortunately, the exact opposite…Continue reading
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Empathy builds a relationship between the customer and the rep that can enhance customer service, increase customer satisfaction, and boost loyalty. This week, service expert Maxine Kamin shares examples of how to respond with empathy to five common customer emotions: Anger: “I can hear that you are angry about ....” Disappointment: “You must be disappointed…Continue reading
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• Stop mumbling and more tips for better customer communication
• Spring cleaning your home office
• Service Note: The classic mirror technique
• A monthly roundup...
• How can you tell a customer that they are wrong and still maintain a positive relationship?
• Five ways to show your empathy
• Doodling isn’t so bad after all
• Peel the anger onion
• Stop stepping on sentences
• How positive is your attitude?
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