Answers from frontline reps — I try to create a flowing conversation to get information to take care of the customer and personalize the interaction. It includes basic courtesies and responses to questions or comments. As always, solid listening skills and empathy will enhance efforts to successfully communicate on that human level. Taking the time to…Continue reading
Answers from frontline reps — I represent a business that has only a few customer loyalty handouts or perks. However, our product is important to our customers and when they need to contact us it is an opportunity to make a positive caring connection. Active listening is useful in personalizing the interaction; showing concern through passive…Continue reading
Answers from frontline reps — An unfortunate truth is that mistakes happen. It is how you react to these hiccups that can make, or break, your business. Reps can resolve upsets in many ways; however, the best reps tend to have recurring elements in their resolution processes. The first step to mend a potentially broken customer…Continue reading
Answers from frontline reps — Listening is one of the most important skills that we can ever have. How well we listen will have a major impact on our job effectiveness, as well as on the quality of the relationships that we have with others. We have learned to listen for many different reasons. We…Continue reading
Answers from frontline reps — Sometimes the hardest part of dealing with customers can be the customers themselves. No matter what industry you work in, sooner or later, you are going to have to deal with a furious, irate, or unruly customer. However, there are several ways to smooth over a situation in a way…Continue reading
Answers from frontline reps — Hmmmmm … I would say the most valuable tool that you have in your toolbox is your ability to listen and actually hear what a customer is saying. The technical “stuff” can be learned and corrected, but the experience the customer has cannot be erased and then corrected. If you hear…Continue reading
Answers from frontline reps — Customers may direct their anger or frustration at you but they are not actually frustrated or angry with you. Actually, they are often just frustrated with things that are affecting them, and that may be out of their control. If you are dealing with business customers, for example, they may be…Continue reading
Answers from frontline reps — I am human, and what humans crave is positive recognition. It gives us a sense of pride, and I enjoy that emotion. That is what I enjoy most about Customer Care — that genuine “thank you” from a customer, that “really good resolution, Angela” from a manager, especially when I’ve worked…Continue reading
Answers from frontline reps — There are a number of things reps should consider resolving to do, including: Look at everything through the lens of the customer — By doing this not only can you determine what your company does correctly and effortlessly, you can also discover and potentially assist in repairing pain points and frustrations…Continue reading
Answers from frontline reps — The best way to handle a conflict with a coworker is to be understanding. Although we may see each other every day at work we don’t always know about each other’s lives and stresses outside of the workplace. To resolve a conflict, it’s important to let your coworker know that you…Continue reading
