Mentoring is more than a one-on-one relationship — Not quite sure if a formal mentoring program is right for your service team. Consider this advice from Beth Carvin.
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
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.Learn more about the award
Who’s your role model? — Finding a role model in your organization can help you to identify the attitude and behaviors you need to adopt in order to succeed. Here are some characteristics you should be looking for.
Answers from frontline reps — The best way to handle a conflict with a coworker is to be understanding. Although we may see each other every day at work we don’t always know about each other’s lives and stresses outside of the workplace. To resolve a conflict, it’s important to let your coworker know that you…Continue reading
October 30, 2014 — As an account manager for St. John Insurance, Teresa Sheppard, provides award-winning service. She recently had clients who lost everything they owned to a devastating fire. Sheppard went out personally to view the damage and offer moral support. Then she helped them through every step of the claims process. The message…To read more — login/sign up
October 15, 2014 — Engaged employees bring more of themselves to the job, provide more discretionary effort, and generally need less help in determining what’s right for the customer. But how can a manager know when an employee is becoming disengaged? Jen Lawrence a corporate culture consultant and author of Engage the Fox, says to look…To read more — login/sign up
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.Learn more about the award
Practice your enthusiasm — Don’t let the customer service routine erode your enthusiasm and dedication to your work. Keep these tips in mind to maintain your positive attitude through the day.
September 4, 2014 — The first week in September is also known as International Enthusiasm Week, a time to focus on the importance of enthusiasm in building strong relationships with customers and coworkers. But sometimes it can be draining to maintain a high-level of enthusiasm throughout the workday, particularly if that work is stressful or…To read more — login/sign up
Ramp up your service to seniors — Older customers are becoming an increasingly large part of the total customer population for many companies. Here are additional tips on how to work effectively with older customers.
August 21, 2014 — After a long day working with customers, it can be difficult for frontline staff to maintain a high level of energy and enthusiasm. New research suggests that a five-minute walk can help. If you spend most of your work day sitting at a desk, it’s likely that your energy levels peak…To read more — login/sign up