Ask the Panel • Customer Communicator • Customer Service Week Bulletin • Service Starters • Skillsharpener • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
Occasionally, a customer will point out an error that someone in your organization has made. In these situations, try replying by blending an empathy statement with an apology. But be sure that you don’t blame the customer or your company. Following are three ways to offer a blameless apology: Blaming: "I’m sorry, but you didn’t send…Continue reading
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To better understand the impact of the pandemic on customer service operations, Tethr (an AI and machine learning company) recently completed a study of roughly 1 million customer-service calls involving more than 20 companies representing a broad cross-section of industries. The results, show the harsh reality of customer service during the pandemic. “In just two…Continue reading
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The first full week in October is Customer Service Week. It’s a time to celebrate the contributions made by frontline reps throughout the year. And what a year it’s been. For many, this year meant moving from working in an office to working remotely. It meant learning to navigate a workspace shared with children, parents,…Continue reading
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September 15, 2020 — This year, we’ve already delivered Customer Service Week gifts and decorations to all 50 states, plus Germany, Switzerland, and Grenada. We’ve delivered to loading docks, office suites, front porches, and back doors. Our inventory is extremely limited, but you may now place an order for 150 pieces or more for many of your…Continue reading
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Transitioning from work to home, when you work at home, can be a challenge. Many remote workers, especially newly remote workers, experience difficulty creating physical and emotional distance from their jobs at the end of the day. Rituals can help you close the work portion of your day and move into the personal time. When…Continue reading
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In an effort to keep calls brief, many reps are tempted to use short one word questions and answers. But that can come across as unfriendly and curt. See the difference that simple rephrasing makes in the examples below: Weak: “Yes”Strong: “Yes, I’d be happy to help you with that,” or “Yes we do offer…Continue reading
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Just as TMI, or Too Much Information, can be a problem in one's personal life, it can also be a problem in the service center. In The Customer Service Revolution, author John DiJulius reminds readers to avoid "oversharing" with customers. He notes that all frontline reps are guilty of oversharing at one time or another,…Continue reading
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That's an important tip for many people who work at home. It's easy to grab a second cup of coffee and maybe add a cookie or two. And then to linger over a full lunch when you're used to having a yogurt and fruit at the office. During the pandemic, lots of reps have shared…Continue reading
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