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Keep Listening Skills Sharp

April 4, 2019 — There are several basic steps to better listening. And it all starts with recognizing what’s involved. “Exceptional listening requires concentration, effort, and a thoughtful response,” says author Joe Takash, “It means you must work at listening with your head and heart and not just with your ears.” The April issue of Customer…To read more — login/sign up

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Spotlight award winner

Brenda Peralta
Crystal D

At Crystal D, everyone on staff is called a Memory Maker. The name reflects the company’s goal of creating positive memories for the customers and coworkers. Customer Service Rep Brenda Peralta exemplifies the Memory Maker goal and was recognized by her industry association as customer service rep of the year for 2018. Her number one tip for frontline reps is: “Smile when you’re helping customers. Even if it’s over the phone, people can tell when you’re smiling. If you smile, your customers will immediately trust you and trust that you’re going to be able to help them.”

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Practice Power Postures

February 21, 2019 — As service providers, your team members must consistently deliver a positive customer experience — “power postures” can help. By practicing power postures, coach and author Akash Kaira says you can improve your mood and project a more positive image to customers, coworkers, and others. In a power posture, you expand the…To read more — login/sign up

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Spotlight award winner

Katie Suitter
Delta Airlines

When a young traveler and his family needed to get to a hospital for medical testing, Suitter not only made the reservations, she also sent her smallest customer a gift pack to make the flight and hospital stay a little easier. Taking the time to build rapport and following up in this thoughtful manner won Delta a devoted family of customers.

 

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