The Customer Communicator, July 2022
• 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
To read more — login/sign upSpeed Up Calls With Chatty Customers
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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Watch Your Language to Reduce Stress
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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Recovering from Errors, Oversights, Slip-Ups, and Fails
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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The Customer Communicator, June 2022
• 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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Slow Down and Breathe
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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Five Ways to Show Your Empathy
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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The Customer Communicator, May 2022
• 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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Align Your Energy Level With The Customer
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customer’s. He says that you can think about energy levels on a scale of…Continue reading
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Use The “Language of Encouragement”
The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships with coworkers is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a…Continue reading
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The Customer Communicator, April 2022
- Maintain your energy and enthusiasm throughout the day
- Sharing your energy
- Pop Quiz
- Service News: A monthly roundup ...
- Ask the Experts: How can I get customers to reply in a timely way?
- Are you a hoarder?
- LOL with your friends
- Hope for the best, prepare for the worst
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Delivering Bad News to Customers
Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading
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