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…To read more — login/sign up
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.…To read more — login/sign up
Answers from frontline reps — Track issues as they arise. Requests from internal customers can cause confusion and stress, especially when both parties don’t share the same expectations. When this is the case, I suggest a brief conversation with your internal customer to talk over expectations and come to an agreement. If you can’t work things…Continue reading
Try these techniques to boost energy and stay positive at work — In an article from our archives, Jon Gordon offers suggestions for fine tuning the interview process with positivity in mind.
Try these techniques to boost energy and stay positive at work — If you’re ready to try Jon Gordon’s Positivity Assessment, print out and use our Weekly Gratitude Journal pages.
Fitzsimmons Insurance Agency
Ashley Fitzsimmons shares three keys for success as a customer service representative. First, is the ability to adapt to a changing business environment and to ever increasing customer communication channels. Second is the ability to push through the unpleasant tasks to get important things done when they must be done. And third is the ability to maintain a positive attitude about the work and the clients that you serve.
September 18, 2019 — Today is a great day to send out Save the Date Cards. Remind your staff and guests from other departments that Customer Service Week is just around the corner. Use our handy Save the Date Cards. At the CSWeek.com website, you’ll find a small card which you can print and distribute…Continue reading
Overcoming common obstacles to telephone communication — A modern, zoned service center layout can play an important role in reducing distractions. Office furniture manufacturer Herman Miller, has researched office design in many fields including call centers. See the recommendations in the white paper, People-Focused Contact Centers.
Feeling tired? Stressed? One of these habits may be to blame — Marcel Daane, author of Headstrong Performance, says lack of exercise can fatigue your body and brain. Download and print illustrated instructions for his Office Chair Exercise.
September 9, 2019 — When we asked our customers to tell us about the best part of their Customer Service Week celebrations, they shared a lot of great ideas. Many people commented on their decorations. Ramona says that “decorations set the tone for fun.” She decorates on Sunday afternoon so that everything is perfect on…Continue reading
When we asked our customers to tell us about the best part of their Customer Service Week celebrations, they shared a lot of great ideas. Here are five for your celebration: Melissa hosted a red carpet award ceremony to recognize top performing employees.Gretchen finally tried a decorating contest, “We’ve thought about a Chair Decorating Contest,…Continue reading