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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…Continue reading
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…Continue reading
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?…Continue reading
Mary Katherine HendersonInsurance 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…Continue reading
November 21, 2019 — According to authors Val and Jeff Gee, the best way to get customers to comply with your requests is to have them commit to the action by saying "yes." In general, people feel the need to make their actions consistent with their words. A study of the language used to confirm…Continue reading
Six rules of customer service etiquette — Learn about the importance of body language when serving customers face-to-face, read this helpful article “The body language of listening.”
November 7, 2019 — In the November issue of Customer Communicator newsletter, Jon Gordon, author of The Energy Bus and others, shares techniques to maintain a positive attitude at work. It’s all about focusing on your purpose. Or as he says, "remember why you do what you do." Defining your purpose may require a bit of a mental shift.…Continue reading
