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Featured Frontline Rep

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…Continue reading

 

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Featured Frontline Rep

Megan Tracey  Philadelphia Insurance Companies Sharing and collaboration are key to Tracey’s success. For example, says her supervisor, “If she does not know the answer to a customer or an agent question, she will find the answer, inform the customer or agent, and then educate the staff so that if they are faced with a…Continue reading

 

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Featured Frontline Rep

Brandi Head Clayton County Water Authority In this hectic call center, Head and the rest of the staff work to keep pressure under control. All it takes is good jokes, some laughter, and taking time out to make each other breakfast in the morning — that upbeat and positive feeling lasts all day long.Continue reading

 

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Featured Frontline Rep

Stacey Larson Travel Tags Inc. After 15 years in customer service, Stacy Larson has three pieces of advice that she shares with newcomers: Stay calm, make sure that you ask for help when you need it, and form good relationships with others within the company. Even when Larson receives a call from work in the…Continue reading

 

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Featured Frontline Rep

Sueanne Larson 3M Sales Support Center Taking a giant leap outside of her job description, Sueanne Larson took on the job of finding ways to better support 3M’s sales staff. Her efforts led to the creation of a new sales support team and, as supervisor Patti Leslie notes, “despite doing two jobs at once, her…Continue reading

 

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Featured Frontline Rep

Nathaniel Parkinson VA Maryland Health Care System For Nathaniel Parkinson, customer service is all about listening. And, as a mediator and patient advocate he knows this from experience. “If you can’t listen to what people are saying to you, and you aren’t hearing what their problems are, then you can’t fix them,” he says.Continue reading

 

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Featured Frontline Rep

Christopher Benjamin Pinellas County Housing Authority Making customers feel comfortable can help defuse anger and resolve problems says Christopher Benjamin. When working with customers in person, he likes to, “sit down with them, side-by-side, and look at them in their eyes so that they feel comfortable and welcome in this setting.” That level of care…Continue reading

 

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Featured Frontline Rep

Justin Prescott Navy Federal Credit Union Justin Prescott is well known for his ability to handle any call. Here’s his secret: “When I am making a customer service call, I think how nice it would be to have a friend there that I could speak with who could help me out. So I try to…Continue reading

 

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Featured Frontline Rep

Linda Kristensen VA Outpatient Clinic Scheduling time to work with busy patients, clients or customers can be a challenge. For Kristensen and other staff members, the solution is strenouous ten-and-a-half-hour days when needed. “We try to make time for those whose schedules leave them time only early or later in the day,” she says.Continue reading

 

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Featured Frontline Rep

Beverly Reese Arkansas Oncology Associates For Beverly Reese, “going above and beyond” is more than a simple catch phrase. It’s what service is all about. Take the time that a patient couldn’t afford frequent trips to the medical office for his treatments, Beverly purchased a discounted bus pass for him at her own expense. Actions…Continue reading

 

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