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Featured Frontline Rep

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…Continue reading

 

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Service Recovery

January 24, 2019
January 24, 2019 — Getting the apology right can make the difference in service recovery. In the January issue of Customer Communicator, the newsletter for frontline customer service reps, experts weigh in with recommendations for successful service recovery. Their techniques include a well-worded apology. But not all apologies are created equal. Recent research finds that the…To read more — login/sign up

 

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The Year in Customer Service

December 27, 2018
December 27, 2019 — Every other week we post the summary of an article from Customer Communicator. Over the course of the year we’ve covered everything from building rapport with customers, to maintaining a positive attitude, to saying "no" the right way. To wrap up the year, we’re highlighting five of our favorite posts. Timely and…To read more — login/sign up

 

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Breeze Through the Holiday Season

November 29, 2018
November 29, 2018 — For customer service reps, this can be a fast-paced time both professionally and personally. Staying calm and powering through the final stretch of the year will help service teams accomplish more on both fronts. In the November issue of Customer Communicator, the newsletter for frontline reps, Kathy Gruver, author of Conquer Your…To read more — login/sign up

 

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