Ask the Panel • Customer Service Week Bulletin • Service Starters • Spotlight Awards • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
Spring cleaning, not just for the home — Here are tips to help you organize your desk, files, email inbox, and more.
Identify personality types to deliver better service — Read this useful document from the Carlson Learning Company which provides insights on how managers and employees with different personality styles can work better together.
April 4, 2019 — There are several basic steps to better listening. And it all starts with recognizing what’s involved. “Exceptional listening requires concentration, effort, and a thoughtful response,” says author Joe Takash, “It means you must work at listening with your head and heart and not just with your ears.” The April issue of Customer…To read more — login/sign up
Brenda Peralta
Crystal D
At Crystal D, everyone on staff is called a Memory Maker. The name reflects the company’s goal of creating positive memories for the customers and coworkers. Customer Service Rep Brenda Peralta exemplifies the Memory Maker goal and was recognized by her industry association as customer service rep of the year for 2018. Her number one tip for frontline reps is: “Smile when you’re helping customers. Even if it’s over the phone, people can tell when you’re smiling. If you smile, your customers will immediately trust you and trust that you’re going to be able to help them.”
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March 21, 2019 — Handling difficult customer interactions can take a physical toll on your body. So Craig Harrison, author of Stellar Service!, recommends that frontline reps take a physical approach to counteracting stress. Here are two techniques for releasing stress and tension in the shoulders, neck and upper back. Yes, no, maybe, I don’t know. As…To read more — login/sign up
There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to find a Listening with Heart mini-poster, which you may download and print.
There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to find a Listening with Heart mini-poster, which you may download and print.
March 7, 2019 — When working with customers, over the phone, in person, or online, it’s important that frontline reps choose the right words. Words that convey a desire to help, words that demonstrate confidence and ability, words that soothe and reassure. Choosing the right words is especially important when dealing with an angry or…To read more — login/sign up
Answers from frontline reps — Try an Imagination Station. Our group created teambuilding activities last year. The mission was to come up with something that would engage our branch (of about 400 employees) without the use of any food or pulling people off the phones (we work in a contact center). Thus, the Imagination Station was born.…Continue reading
February 21, 2019 — As service providers, your team members must consistently deliver a positive customer experience — “power postures” can help. By practicing power postures, coach and author Akash Kaira says you can improve your mood and project a more positive image to customers, coworkers, and others. In a power posture, you expand the…To read more — login/sign up
Take a physical approach to intense encounters — Share this yoga handout with your team. The exercises were excerpted from the publication, Yoga at Your Desk.
Food for thought — Choosing healthier foods is easier than you may think. Your first step is to eat fewer foods high in calories, fat, salt and sugars and swap them for something healthier, including more fruit, and vegetables. Woman’s Health magazine shares this excellent list of healthy food swaps.
