Customer Communicator

• The fine art of clarifying questions
• Surviving the holidays
• Open vs. closed questions, timing is important
• Service News: A monthly roundup ...
• How can I recover from a mistake?
• Handling the abusive caller
• When you can’t do what the customer wants
• Syncing up with customers 

• Great customer service: It’s all in the details
• Pay it forward
• Feeling tired? Stressed? One of these habits may be to blame
• Service News:A monthly roundup . . . 
• What can I do when a customer upsets a coworker?
• The Golden Rule or the Grandma Rule?
• Using verbal softeners

• How to manage customer expectations
• Battling the bug
• Under promise and over deliver, Age-old advice really is true
• Service News: A monthly roundup . . . 
• Should we be offering compensation?
• Can’t reach a resolution? Try this 
• Use your superhero pose
• Appearances count even when customers can’t see you 
• Qualities of a top performer

• Overcoming language barriers to improve service
• Manage long conversations
• When writing to non-native English speakers
• Service News: A monthly roundup . . . 
• What are today’s most valued soft skills?
• Don’t grill customers
• There’s no such thing as a dumb question 
• When you make a mistake 
• From the customer’s point of view
• What’s done is done

• The impact of Moments of Truth
• Working with non-native speakers
• Solve problems like the boss
• Service News: A monthly roundup . . . 
• What is the “value” of a customer?
• 10 often-misused words in business writing
• Build relationships with common courtesy