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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.
Learn more about the award
November 15, 2018 — When you spend your days supporting customers, coworkers can sometimes be overlooked. But service skills trainer Kirk Miller says that productivity and job satisfaction will increase and stress levels will decrease when the service team is mutually supportive. In the November issue of Customer Communicator, the newsletter for frontline service professionals, Miller…To read more — login/sign up
Meeting customer expectations — Read an interview with Author Michael Levine who suggests that organizations can often meet customer expectations by fixing small things.
Sail through the holiday season — Kathy Gruver, the author of Conquer Your Stress with Mind/Body Techniques presents a brief video on conquering stress.
Download an “I am at peace” reminder card.
Answers from frontline reps — It can be awkward when a customer remembers you, but you don’t remember them. In the past, I felt annoyed when this happened — “Does she think she’s my only customer?” — then a coworker pointed out that we must give really personalized service if our customers think we know…Continue reading
November 1, 2018 — Apathy/boredom, the brush-off, coldness, condescension, robotism, the rulebook, the runaround, and the tune-out are the “eight sins of customer service,” says Deborah J. Schmidt, a customer loyalty consultant and author. Not surprisingly, these sins are common to many service centers. They’re attitudes and behaviors that reps adopt to help them deal…To read more — login/sign up
Keep political talk low key — Encourage your team to avoid political talk with Conversation Cards. Available in a variety of formats, Conversation Cards can spark conversation and encourage people to learn more about each other.
Keep political talk low key — To avoid politics at workplace gatherings, try Conversation Cards. Available in many formats, these popular conversation starters include well-worded questions to spark a conversation and encourage people to learn more about each other.
Mardell Cook
Motus, LLC
Cook has been involved in many special projects during her 10 years with Motus. One of the most challenging was creation of a video which focuses on the broad goals of the member services team and on practical details such as how reps use their tone of voice and pace to enhance each customer interaction. The video is used as a training tool for new employees in member services, sales, and other departments.
Learn more about the awardFive small things that make a big impression on customers — Reinforce key points in the article with a colorful glancer that reps can post in their work areas.
Recognize coworkers — During Customer Service Week, readers may recognize coworkers by sending eCards featuring the Customer Service Week theme, “Excellence Happens Here.”
Answers from frontline reps — Be polite and smile. Always remember to be respectful in every dealing, with every customer and in every situation. If the customer is having an off day, and being rude, don’t stoop to that level. That is not the way to be a great customer service rep. Also, make sure that…Continue reading
