Ask the Panel • Customer Communicator • Rep Spotlight • Service Starters • Skillsharpener • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
Getting a new behavior to stick — If you are trying to incorporate a new service technique into your daily interactions with customers try our custom print and use reminders. Just trim them out and place them where they are easily visible.
No one likes being put on hold, but sometimes it’s unavoidable. Especially when you’re working with reduced staff. Keep these tips in mind for a smooth transition to hold. Tip #1. Offer a reasonExplain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like…Continue reading
April 9, 2020 — As the coronavirus pandemic disrupted everyday life and roiled the U.S. economy, coach Mike Staver was reminded of the importance of understanding human neurology. Much like the coronavirus, fear is a highly contagious state of being, Staver says. With restaurants, stores, and offices closing down, it’s all too easy to be…Continue reading
Have you ever had an oops moment with a customer? — This month’s guest panel shares some lessons they’ve learned from humorous encounters with customers.
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March 26, 2020 — When a customer provides feedback, no matter how negative, they are providing a valuable opportunity for improvement. And they want to know that they have been heard. On a personal level, it’s important for reps to respond to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings…Continue reading
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Honing your vocal skills for better customer communication — Kate Peters, founder of Vocal Impact and author of Can You Hear Me Now? suggests discussing the impact of “vocal fatigue” with frontline reps. This can be a real problem for people who use their voices constantly. Read Peters’ blog post, Help for Tired Voices: The 5 Habits of a Healthy Voice.
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March 12, 2020 — Internally you probably use technical jargon when discussing service issues. But to customers those words and phrases may be unclear and off-putting, creating a barrier between you and the customer. The first step to reducing the use of technical jargon is simply to recognize it when you hear it. Next, try…Continue reading
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February 27, 2020 — Humor really is the best medicine when it comes to stress management. But there are even more benefits to humor in the service center. Karyn Buxman, a speaker, author, and neurohumorist explains the three functions of humor and how everything from a belly-laugh to a shared smile can improve customer service.…Continue reading
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Answers from frontline reps — Coworkers share knowledge. In order to remain relevant in today’s fast-paced and ever-changing world, service centers should strive to foster cultures of continual learning and agility. Here’s how we ensure that everyone is current with their skills. Teams meet weekly to review major and upcoming changes. Team members periodically take initiative…Continue reading
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Close the feedback loop — For information on how to engage reps in collecting customer feedback, read the article, Use your frontline reps to gather customer intelligence.
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Clear your mind — Erase negative thoughts and reduce stress with simple paper and pencil puzzles. Try these!
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