SkillSharpener, January 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
- 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
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
- 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
SkillSharpener, November 2020
1. Four tips for delivering bad news to customers.
2. A Q&A on when and how to escalate calls.
3. Quick tips and refreshers including: Positive responses to negative situations, and dos and don’ts of showing genuine concern.
To read more — login/sign upCustomer Communicator, November 2020
- Don’t shoot the messenger
- The power of gratitude
- Pop Quiz
- Don’t over promise or apologize
- Service News: A monthly roundup
- Ask the Panel: From time to time, a customer insists on speaking to my supervisor. What should I do?
- Negative situations call for positive responses
- The dos and don’t of showing genuine concern
- Heard on Twitter
SkillSharpener, October 2020
1. A focused approach to improving written correspondence.
2. A rep spotlight featuring Ludy Sousa.
3. Refreshers and quick tips including: The H.E.A.T. method for working with angry or upset customers and four phrases for building empathy.
To read more — login/sign upCustomer Communicator, October 2020
- Try reading between the lines for improved customer satisfaction
- When the world turns upside down, frontline reps are there to help
- Pop Quiz
- Practice makes perfect
- Service News: A monthly roundup
- Frontline Spotlight: Millions of pens keep this rep on her toes
- Four steps to turn down the HEAT
- Watch the clock to work smarter
- Use empathy to keep the customer connected
- Heard on Twitter
SkillSharpener, September 2020
1. A simple technique to keep conversations moving in the right direction.
2. A thoughtful look at the most important skills for frontline customer service reps. Is imagination on your list?
3. Refreshers and quick tips including: End-of-day rituals, and a pop-quiz.
Customer Communicator, September 2020
- A communication model for service professionals
- Work like a team
- Pop Quiz
- Practice makes perfect
- Service News: A monthly roundup
- Ask the Panel: What are the most important skills for frontline customer service reps?
- To solve a problem — say it out loud
- Rituals help with end-of-day transitions
- Focus on emotional needs
- Heard on Twitter