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Ask the Panel • Customer Communicator • Customer Service Week Bulletin • Rep Spotlight • Service Starters • Web Extras - Customer Communicator • Web Extras - Skill Sharpener

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Focus on First and Last Impressions

August 7, 2014 — This month in Customer Communicator, author and customer service trainer Renée Evenson discusses the importance of making good first and last impressions with customers. While making a good impression is always valuable, these beginnings and endings are especially important. Psychological research, as well as everyday experience, shows that people tend to remember…To read more — login/sign up

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Featured Frontline Rep

Dorris Mitchell
Defense Military Pay Office

When a customer is in trouble, Mitchell is there with technical and emotional support. In one case, a soldier was in the process of having her father named as her dependent. During the process, the father passed away. While her work was done, Mitchell kept in touch. “I just knew how hard it would be for her,” Mitchell says.

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Building Rapport with Customers

June 26, 2014 — To build true rapport with customers, Melissa Corra a live- chat rep for Web.com, goes beyond the typical techniques. Corra was recognized for her work with a Customer Communicator Frontline Spotlight award. “Most frontline reps are familiar with the techniques of mirroring and matching to build rapport,” says Customer Communicator editor Bill Keenan. “People often…To read more — login/sign up

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Amaze Your Customers

June 16, 2014 — In “Amaze Every Customer Every Time,” author Shep Hyken provides managers with tools for delivering “the most amazing customer service on the planet.” But Hyken was quick to tell readers of The Customer Communicator newsletter that frontline service reps have an equally important role to play in amazing customers and building long-lasting relationships.…To read more — login/sign up

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