July 19, 2018 — “Excelling in customer service requires more than just showing up,” says Bill Keenan editor of Customer Communicator, the newsletter for frontline reps. “In order to serve customers well, support the service team, and take one’s career to the next level, reps need to stand out,” he says. In the July issue of Customer…To read more — login/sign up
July 18, 2018 — Pencil and paper puzzles are always popular during Customer Service Week. They’re a great way to relax, share a smile, and build teamwork. And if your team can’t get away from the phones to celebrate, they can still enjoy puzzles right at their desks. We’ve just added three new puzzles to…Continue reading
Create a positive work environment for your team — A positive environment contributes to better service, happier customers, and customer service reps who are more confident about their service skills. The following resources will help:
• Suggestions from JoAnna Brandi on how to “pivot” toward positivity.
• Advice from Brandi and other experts on making a positive impression on customers. Handout.
• Our Frontline Spotlight Award, a low-cost way to recognize and reward reps for maintaining a positive attitude.
Relax in one, two, or three minutes — August 15 is known as Relaxation Day, so this month we bring you three relaxation techniques from Harvard Health Publishing.
Stamp out poor posture — By making minor adjustments OSHA says anyone can find their neutral position for working with a keyboard. Print, cut, and share this helpful graphic.
Answers from frontline reps — Search for the customer’s needs. Be sure to stay calm and try to be positive. If a customer is raising their voice don’t raise yours to match them but lower yours so theirs comes down so you can be heard, low and slow. Leaving personal feelings out of conversation will allow…Continue reading
Celebrating the telephone — In July 1875 inventor Alexander Graham Bell made the first telephone call. To celebrate, here are five essential phone skills that all service providers must master.
Reduce eye strain with the 20-20-20 rule — The American Optometric Association recommends the 20-20-20 rule to guard against eye strain. Print, cut, and share this helpful graphic.
This month service leaders showed reps how to stand out and make a difference. The following resources will help you recognize those efforts and ensure that your entire team stands out.
• Information on our Frontline Spotlight award, a low-cost way to recognize stand-out reps.
• A blog post by Jeff Toister on the importance of developing a service culture.
• A radio broadcast with Shep Hyken and Gigi Butler on how to stand out from the competition.
June 7, 2018 — Effective listening has long been recognized as an essential customer service skill. Unfortunately, there’s a lot that can be missed, and a lot that can get in the way of understanding what a customer is saying, or means to say. How can reps avoid the pitfalls to effective listening and stay…To read more — login/sign up
June 6, 2018 — Last week we launched the Customer Service Week website and announced the 2018 theme — Excellence Happens Here™. To compliment that theme, we’ve created fun, meaningful, and easy-to-use decorations, gifts, rewards, and stress-relievers. And there are a few extra twists and turns — you’ll see that the theme has been reinterpreted for…Continue reading
May 30, 2018 — We are delighted to present the all new 2018 Customer Service Week theme, logo, website, and much, much more. This year’s Customer Service Week theme is Excellence Happens Here™. It is a wonderful reminder that wherever we provide service — from the call center to the executive suite, from the loading dock…Continue reading
For Dawn Grimes, no job is too big or too small when it comes to serving her customers. That attitude even applies to rolling up her sleeves and helping out in the warehouse when a customer is depending on her. It’s an attitude that makes her a role model for all of the company’s service staff.Learn more about the award
The benefits of teamwork — Becoming a cohesive, high-performing team that motivates and supports each other helps everyone to perform at a higher level overall and provides a more positive customer experience. Here’s how.