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Mentoring in the Service Center

December 15, 2014 — This month in The Customer Communicator newsletter, Editor Bill Keenan speaks with Elizabeth Ghaffari, CEO of Technology Place about the benefits customer service reps can realize by partnering with a mentor. Many studies have shown that working with a mentor can be especially useful to new workers. The relationship can reduce feelings of…To read more — login/sign up

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Featured Frontline Rep

Angela Twohig
The Chronicle-Herald

The first rule of customer service, says Angela Twohig, is effective listening. That involves, “the ability to hear what people are actually saying, and what they are perhaps not saying, so that you are better able to reach a conclusion that will be reasonable for both the customer and the company … even if it is to find a polite way of saying ‘no,’” Twohig says.

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Featured Frontline Rep

Teresa Sheppard
St. John Insurance

Helping people makes the service job worthwhile for Teresa Sheppard. She recently had clients who lost everything they owned, including their home, to a devastating fire. Sheppard went out personally to view the damage and offer moral support. “Sometimes people just need to feel that you are there for them, that you hear them ….” she says.

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