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That's an important tip for many people who work at home. It's easy to grab a second cup of coffee and maybe add a cookie or two. And then to linger over a full lunch when you're used to having a yogurt and fruit at the office. During the pandemic, lots of reps have shared…Continue reading
July 15, 2020 — Customer Service Week is a big, loud, fun-filled celebration. And this year doesn’t have to be any different. We’ll show you how to make this year’s event the most meaningful ever with 77 ways to celebrate Customer Service Week. Whether your service team is in the office (and practicing social distancing),…Continue reading
When you were working in the office you may have had regularly scheduled breaks or the flexibility to take a break when you needed one. Working from home, you may find yourself tempted to skip a break or take a break at your desk. Frontline rep Sherry Maurrasse shares this week's tip. She tells us…Continue reading
July 8, 2020 — At CSWeek.com, you’ll find everything you need to celebrate your Dream Team™ during Customer Service Week — Whether they are working in the office (and practicing social distancing), working remotely, or a combination. At the website you’ll find: Home Delivery. It’s easy to include remote staff with our brand new kits. Celebration kits…Continue reading
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June 30, 2020 — A remote Customer Service Week celebration takes shape. The team at a large electric utility in upstate New York (we can’t use their name because it’s a secret) has been celebrating Customer Service Week for many years. In March, they sent all 2,000 frontline reps home. But nothing is going to…Continue reading
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How many times have you heard about the value of empathy in customer interactions? Probably a lot. And it’s good advice. Empathy is the ability to sense other people’s emotions and to imagine what they may be thinking and feeling. Some people are naturally more empathetic than others, but researchers at Greater Good Science Center…Continue reading
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When you email a customer or coworker you want that email to be read and acted on. But with the volume of email flowing across the web it can be hard to get a customer’s attention. Ben Decker, CEO of Decker Communications, offers four no-nonsense steps to ensure that customers read your email: 1. BLUF. This…Continue reading
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Developing empathy — Reading a great work of literature — or watching a film or play — allows us to temporarily step out of our own lives and fully immerse ourselves in another person’s experience. The team at the Morristown Festival of Books has prepared a comprehensive document with everything you need to start and lead a book group.
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When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique. Hear: Let the customer tell their entire story without interruption. Empathize: Show that you understand how the customer feels. Use phrases like "I’d be frustrated, too." Apologize: Even if you…Continue reading
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Whether you’re using a makeshift workspace at home or you’re in the office, it’s time for some spring cleaning. According to Jeffrey Meyer, an efficiency expert and author of Time Management for Dummies, people should focus on clearing the clutter even if they don’t enjoy it. "Nobody wants to clean their desk, and nobody wants to…Continue reading
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