SkillSharpener, April 2021
April 1, 2021
- 4 ways to turn around tough customers — from the bully to the know-it-all.
- A Q&A on building rapport with customers, even when you don't speak to the same customer twice.
- Quick tips and refreshers including: creating a success file, and finding a way to apologize and agree, no matter what.
Customer Communicator, April 2021
April 1, 2021
- 4 ways to turn around your tough customers
- Stop procrastination — now
- Pop Quiz
- Service News: A monthly roundup
- Ask the Panel: How can I build better rapport with customers?
- Create your own success file
- Apologize: Just do it
- Find a way to agree with your customer
SkillSharpener, March 2021
March 1, 2021
- Answers to common customer service problems.
- Lessons learned during the pandemic.
- Quick tips and refreshers including: techniques to improve motivation and enthusiasm.
Customer Communicator, March 2021
March 1, 2021
- Are you prepared for these customer service problems?
- Prevent repetitive strain injuries
- Pop Quiz
- Service News: A monthly roundup
- Ask the Panel: What’s the most important lesson you’ve learned during the pandemic?
- Do you start each day deliberately?
- Unpack customer expectations
- Tap into the energy of enthusiasm
- Personal touch means a lot
- Make your customers feel at home
SkillSharpener, February 2021
February 1, 2021
- Four steps to improved vocal skills. For many people on your team this will provide reinforcement of the basic speech habits, which are essential for frontline reps.
- A Q&A on team morale. Often the most successful efforts are those led by reps themselves.
- Quick tips and refreshers including: The pitfalls of negative self-talk, understanding one’s role in team meetings, and more.
Customer Communicator, February 2021
February 1, 2021
- Improved speech means a better first impression
- Think kindness
- Can you hear me: Open your mouth wide, and other techniques to reduce mumbling
- Pop Quiz
- Service News: A monthly roundup
- Ask the Panel: How can we keep up team morale?
- Watch out for negative self-talk
- Reframing: Not just for pictures
- Don’t say it!
- Give praise
- Get more out of meetings
SkillSharpener, January 2021
January 1, 2021
1. Eight customer service best practices from a bartender. It’s a new perspective on delivering great service.
2. A Q&A on how to say “no” when a customer wants to hear “yes.”
3. Quick tips and refreshers including: When to use humor, cutting off a chatty customer, the QTIP principle, and more.
To read more — login/sign upCustomer Communicator, January 2021
January 1, 2021
- Customer service best practices from a bartender
- New Year’s resolutions in a time of uncertainty
- Pop Quiz
- Service News: A monthly roundup
- Ask the Panel: How do I say “no,” when the customer wants to hear “yes?”
- Use humor to break down barriers
- Cutting off the chatty customer
- Keep the QTIP principle in mind
- Healthcare research sheds light on customer care
SkillSharpener, December 2020
December 1, 2020
1. Techniques for combating empathy fatigue and delivering compassionate service to customers.
2. A Q&A on lessons learned from customers.
3. Quick tips and refreshers including: Stretches to ease muscle strain, balancing service and selling, and a quiz on email etiquette.
To read more — login/sign upCustomer Communicator, December 2020
December 1, 2020
- Is empathy fatigue affecting customer service?
- Use December to take a look back
- Pop Quiz
- Practice gratitude every day
- Service News: A monthly roundup
- Ask the Panel: What is the most valuable lesson you’ve learned from a customer?
- Desk stretches to ease peak season muscle strain
- First things first
- Make difficult callers part of the family
- Heard on Twitter