The Customer Communicator, September 2021
September 1, 2021
• Shift your style for better service
• Keep conversations stress free
• Shared communication styles build strong relationships
• Pop Quiz
• Service News: A monthly roundup ...
• Ask the Panel: What metrics should I be tracking?
•More than a number
•Try using the Golden Pause
•Convey confidence as you buy time
•Is a difficult customer ruining your day?
•Try teaching
To read more — login/sign upSound 100 Percent Even When You’re Not
August 20, 2021
No one is at the top of their game day-in and day-out. When you’re not feeling 100 percent, you’ve just got to fake it. Make your voice sound interested and enthusiastic, and the customer will come away from the call with a positive impression. And your mood and attitude will start to lift. Here’s how:…Continue reading
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What’s Your CQ?
August 12, 2021
Everyone is familiar with the concepts of IQ and EQ but what about CQ? According to Nance Guilmartin, author of The Power of Pause, CQ or Communication Quotient is the ability to “speak clearly, listen closely, rephrase with an open mind, and take responsibility — up front — for being understood.” If you have a…Continue reading
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Customer Communicator, August 2021
August 1, 2021
- For better service, try thinking like a juggler
- What’s your CQ?
- Try this practical visualization technique
- Pop Quiz
- Service News: A monthly roundup ...
- Ask the Panel: How can I get past my anxiety and get back to the office?
- It’s not fair... but that’s okay
- Sound 100 percent even when you’re not
- Stay cool and calm
- There’s no such thing as a dumb question
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Paraphrase to Build Customer Rapport
July 30, 2021
There are two ways to paraphrase, says Dianne M. Durkin, a trainer and consultant. One is to listen for and repeat a customer’s key words and phrases. “We all have key words and phrases that we use on a regular basis,” says Durkin. “Listen for these and use them when you respond to a customer’s…Continue reading
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Ask Questions Without Annoying Your Customers
July 9, 2021
While asking questions is often useful, it’s easy for customers to become annoyed if they think they are being asked questions that they have answered already, they are being asked too many questions, or they are being asked questions that they feel are personal or inappropriate. Your tone of voice — and the way you…Continue reading
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Customer Communicator, July 2021
July 1, 2021
- Are you asking the right questions in the right way
- Paraphrase to build customer rapport
- Pop Quiz
- Service News: A monthly roundup
- Ask the Panel: How do you cope with office drama?
- Finding the positive
- Working with non-native speakers
- Time management know how
- Take a brain break
- What’s your pet portrait?
- SkillSharpener
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Resolving Conflicts with Customers
June 17, 2021
For better or worse, conflicts are an everyday occurrence when serving customers. Handling those conflicts skillfully can mean the difference between losing a customer and gaining a long-term partner who knows that you, and your organization, can be counted on. For almost 50 years James Creighton, Ph.D. has been training people to resolve conflict in…Continue reading
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9 Tips for Moving BACK to the Office
June 4, 2021
Is your team moving back to the office this month? Or next? Randi Freidig, an expert on business relationships, offers the following gentle reminders for getting along in close quarters. Courtesy and respect are the basis for all of her suggestions: Keep your voice low when talking to visitors or on the phoneEnter a coworkers…Continue reading
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Customer Communicator, June 2021
June 1, 2021
- When service takes on the added role of sales
- Welcome back to the office!
- Pop Quiz
- Service News: A monthly roundup
- Ask the Panel: How can I get to know my customers?
- Resolving conflicts with customers
- Briefly, now
- Warm up your workplace
- Encourage complaints
- Lessons from nature
- Tough calls first
- SkillSharpener
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Try Using Reverse Paraphrasing
May 20, 2021
"Reverse paraphrasing" is a technique reps can use to make sure they’ve been understood. Instead of paraphrasing what the customer has said, ask the customer to paraphrase something you have said. Nance Guilmartin, author of The Power of Pause, recommends using this technique when you are passing along important information or instructions, or if you…Continue reading
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Create a Not-to-Do List
May 7, 2021
Sometimes, the best way to meet customer expectations is by NOT doing certain things. Here are some ideas for creating a personal not-to-do list. A list like this is a useful tool and refresher for starting each day. DO NOT get distracted when talking to customers. DO NOT interrupt before the customer has completed their…Continue reading
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