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July 2015

Give your reps the range they need to become customer service heroes — The July issue of The Customer Communicator offers Adam Toporek’s advice on how reps can be heroes to their customers. The links below provide additional suggestions for achieving and celebrating “hero” status.

 

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June 2015

Dealing with the irate, cranky, or cantankerous customer — In the June issue of The Customer Communicator, author Mark Goulston offers an array of useful tips on handling difficult customers. The links below will connect you with additional advice from Goulston.

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May 2015

Phone skills are still important for service reps — Nancy Friedman of Telephone Doctor Inc. thinks phone skills should remain at the top of reps' basic training needs list. And here are some links to related skills that might help:

  • Read a recent blog post by Friedman on communication basics.
  • Get more advice with this bonus article featuring Friedman’s insights on asking questions of customers.

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