Categories

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

PAGES = 28

Comments are closed

Remember Courtesy When Writing

November 29, 2022
Customer service trainer Renée Evenson reminds frontline reps to apply their telephone skills to the written word. “Effective communication is the same whether you speak or write yourmessage,” she says. But sometimes courtesy gets lost in the written word. When responding via email, social media, or chat, remember to use the same phrases of assurance…Continue reading

 

Comments are closed

Listen For The Whole Story

November 15, 2022
It’s often counterproductive to respond to customers before they have finished speaking. Even if you think you know how to help, you may not have gotten the whole story, says Stephen Boyd, author of Emphatic Listening. To get the whole story, he suggests these five tips: • Talk less and listen more. • Encourage the…Continue reading

 

Comments are closed

Tell Customers What You Are Doing

November 1, 2022
When there is silence on a service call, customers tend to get concerned: Are you still there?What are you doing? Will you return to the call? To keep the customer from worrying, explainwhat you are doing throughout the contact. For example, you might say: “I’m waiting for your order to process, and then I can…Continue reading

 

Comments are closed

Comments are closed

How To Handle Exceptions

October 18, 2022
"It’s important to be consistent with customers," says author Naomi Karten. "Once a customer’s expectation is set through an experience, that forms their new service expectation until it’s shifted again."So, for example, if a customer comes to a frontline rep with a request that your organization typically would not meet or provide, and in the…Continue reading

 

Comments are closed

What Do Customers Really Want?

October 4, 2022
You may not be able to give customers everything they want, but meeting their "human expectations" will help you keep customers happy, satisfied, and loyal. "Customer expectations shift constantly, and they shift easily," says Naomi Karten, author of Managing Customer Expectations. "And just because you know what they are today, doesn’t mean you necessarily know…Continue reading

 

Comments are closed

The Customer Communicator, October 2022

October 1, 2022
  • What do your customers really want? They want it all!
  • Getting ready for the holiday crunch
  • Avoid unrealistic expectations by explaining exceptions
  • Ask the Experts: Tips for keeping cool when tempers are hot
  • Are you contributing to the eddy effect?
  • Paraphrase customer concerns
  • Four ways to avoid being a casualty of change
  • Form a stress support group
  • Congratulate yourself, you deserve it
To read more — login/sign up

Comments are closed

Replying To Customer Email

September 20, 2022
When frontline reps answer customer email or chat, they can build rapport with the same type of mirroring they use on the phone. "For example," says Marvin Sadovsky, a leadership consultant, “if the customer’s email is brief and to the point, that’s what they will respond to most positively in a response. If they send…Continue reading

 

Comments are closed

Comments are closed

Increase Your Comfort At Work

August 9, 2022
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

 

Comments are closed

Comments are closed