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Service TeamShipping Easy This month, we recognize the service team at Shipping Easy. In 2018 the team won two national customer service awards. The reason is clear, says Marketing Manager Rob Zaleski, it all comes down to recognizing that our customers are our partners. “Our customer success team members see themselves as an integral part…Continue reading
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If you are trying to incorporate a new service technique into your daily interactions with customers (personalizing the call, expressing empathy, or allowing customers to finish before you speak) a visual reminder is a simple and easy way to keep your intentions focused and to give priority to the changes you want to make. One…Continue reading
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Knowledgeable. Confident. Friendly. Empathetic. There’s a lot that frontline reps need to convey in a single customer contact. And sometimes only a few brief moments to do it all. One speech pattern that can be a confidence killer is upspeak. Upspeak or uptalk is a pattern most commonly seen in women. Although many men use…Continue reading
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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?"
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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.
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No one likes being put on hold, but sometimes it’s unavoidable. Especially when you’re working with reduced staff. Keep these tips in mind for a smooth transition to hold. Tip #1. Offer a reasonExplain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like…Continue reading
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April 9, 2020 — As the coronavirus pandemic disrupted everyday life and roiled the U.S. economy, coach Mike Staver was reminded of the importance of understanding human neurology. Much like the coronavirus, fear is a highly contagious state of being, Staver says. With restaurants, stores, and offices closing down, it’s all too easy to be…Continue reading
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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.
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March 26, 2020 — When a customer provides feedback, no matter how negative, they are providing a valuable opportunity for improvement. And they want to know that they have been heard. On a personal level, it’s important for reps to respond to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings…Continue reading
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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.
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