February 13, 2020 — With the busy pace in most service centers, it might seem counter-intuitive to recommend that reps make time to pause during the day. But according to Nance Guilmartin, author of The Power of Pause, taking time to pause can help save time in the long run by humanizing customer interactions, reducing automatic…To read more — login/sign up
A co-worker explains how Teresa embraces the mission of her company and the goals of her customers: “Teresa goes above and beyond for every user who contacts SignUpGenius for support. She always provides thorough, thoughtful responses to ensure questions are answered in a timely manner on the first interaction. It is important to her to give all users the information they need so they can get back to organizing and volunteering, making a difference in their community.”Learn more about the award
January 30, 2020 — As we start the new year, keep in mind the negative impact of IKTA disease. The acronym, which stands for “I Know That Already,” was coined by service experts Val and Jeff Gee. IKTA, they say, is a disease that stops us from learning new things, because we truly believe we…To read more — login/sign up
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
A reminder to pause — Author Nance Guilmartin discusses when, and why, it can be helpful to slow down, take a deep breath, and pause.
Make time to laugh — Humor really is the best medicine when it comes to stress management. View Karyn Buxman’s TEDx Talk on how humor can save the world below.
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…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