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Katie Suitter
Delta Airlines
When a young traveler and his family needed to get to a hospital for medical testing, Suitter not only made the reservations, she also sent her smallest customer a gift pack to make the flight and hospital stay a little easier. Taking the time to build rapport and following up in this thoughtful manner won Delta a devoted family of customers.
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Banish negativity at work — Replace negative mottos and cartoons on office walls with our motivational mini-posters.
February is Time Management Month — Stephen Covey, co-author of First Things First, developed a method for creating a to-do list based on how important and urgent tasks are. Here is a daily planning sheet to help you implement Covey’s system.
January 24, 2019 — Getting the apology right can make the difference in service recovery. In the January issue of Customer Communicator, the newsletter for frontline customer service reps, experts weigh in with recommendations for successful service recovery. Their techniques include a well-worded apology. But not all apologies are created equal. Recent research finds that the…To read more — login/sign up
January 10, 2019 — It’s only January 10th, but many people have already broken their New Year’s Resolutions. So today, we’re sharing some practical resolutions to help your service team focus on making positive change in 2019. These resolutions come to you from Customer Communicator’s team of frontline advisors. Megann says: I am resolving to look…To read more — login/sign up
Answers from frontline reps — I am resolving to look into my time wasters and distractions. My biggest time thief is my computer. When I am talking to coworkers, sometimes I feel like I have to take a second and divide my attention to answer that quick email or chat message. In 2019, I will…Continue reading
December 27, 2019 — Every other week we post the summary of an article from Customer Communicator. Over the course of the year we’ve covered everything from building rapport with customers, to maintaining a positive attitude, to saying “no” the right way. To wrap up the year, we’re highlighting five of our favorite posts. Timely and…To read more — login/sign up
Creating a positive work environment — Read about successful recognition programs, which include daily recognition, informal recognition, and formal recognition all focused on the goals for the team.
Start the year off right — No matter what your resolutions are for the new year, starting the day off in a positive way can help. Learn about the value of positive affirmations.
December 13, 2018 — Customers have high expectations, they are well informed, and they have low tolerance for poor service. And, from time to time they will expect more than you can deliver. Fortunately, it is possible to manage expectations, deliver what you can, and keep customers happy. In the process, reps may feel the…To read more — login/sign up
November 29, 2018 — For customer service reps, this can be a fast-paced time both professionally and personally. Staying calm and powering through the final stretch of the year will help service teams accomplish more on both fronts. In the November issue of Customer Communicator, the newsletter for frontline reps, Kathy Gruver, author of Conquer Your…To read more — login/sign up
Stacey Fontaine and Nancy Leary
Eversource
When Fontaine and Leary began their careers in customer service at energy company Eversource, they knew an important part of the job would be assisting customers experiencing difficult circumstances. With several devastating nor’easters in 2018 they put their skills to the test. The reward comes, they say, in being able to provide information that helps put someone at ease.
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