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March 2014

Are you an effective listener? — To be able to listen effectively is a critical skill for customer service people. To assess your skills, try this listening skills self-quiz and keep in mind the recommendations of Joe Takash, author of Results Through Relationships.

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Spotlight Award Winner

Karen Boyle
Purple Language Services

Boyle says she deals with the pressures of the job by mentally breaking away when she gets a chance. “I may take a walk or talk to somebody in the office for a bit, just to get my mind someplace else,” she says. And to others, she advises, “Be patient, and take advantage of the incredible support that you have around you.”

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November 2013

Giving thanks — The Customer Communicator newsletter suggests that we use the Thanksgiving season as a time to show our appreciation to coworkers. Here are some do’s and don’ts for showing your appreciation.

Do what you can to create a culture of motivation in the workplace — In this month’s issues of The Customer Communicator and SkillSharpener, Dr. Bob Nelson of RecognitionPRO offers suggestions to reps on how they can motivate themselves and to managers on how they can create a culture of motivation. In the following excerpt from Nelson’s 1501 Ways to Reward Employees, he offers additional advice to managers on how they can leverage low-cost recognition tools for the greatest impact.

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Spotlight Award Winner

Karen Austin
SPX Hydraulic Technologies

When asked what advice she would offer to someone just starting in customer service, Austin says, “Put the customer first. And always treat the customer like they are the most important thing at that moment, because as far as they are concerned, they are. They need your undivided attention.”

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Spotlight Award Winner

Mike Bridges
Circus, Circus Hotel and Casino

Working in Vegas isn’t all bright lights and glamour, the hard work of earning repeat customers is the key to success. For Bridges this message is part of his regular training sessions with new hires. After all he says, “the guest is our most important job, and if we don’t take care of them they will not return.”

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