Word choice, the subtle influencer in customer communications — This month, Micah Solomon discusses how to create a meaningful lexicon for any organization. Read the archive article, "Does your service language meet customer's needs?"
Getting a new behavior to stick — If you are trying to incorporate a new service technique into your daily interactions with customers try our custom print and use reminders. Just trim them out and place them where they are easily visible.
Have you ever had an oops moment with a customer? — This month’s guest panel shares some lessons they’ve learned from humorous encounters with customers.
Honing your vocal skills for better customer communication — Kate Peters, founder of Vocal Impact and author of Can You Hear Me Now? suggests discussing the impact of “vocal fatigue” with frontline reps. This can be a real problem for people who use their voices constantly. Read Peters’ blog post, Help for Tired Voices: The 5 Habits of a Healthy Voice.