SkillSharpener, August 2020
August 1, 2020
1. Insights into the emotional aspects of serving customers.
2. A rep spotlight featuring Patrick Petrousian. Patrick stresses the role that everyone on the service team plays in problem-solving and creating a positive atmosphere.
3. Refreshers and quick tips including: Cautions about avoiding trigger words and providing too much information.
To read more — login/sign upCustomer Communicator, August 2020
August 1, 2020
- The emotional side of service
- Handle customer complaints with care
- Syncing up with customers
- Service News: A monthly roundup ...
- Frontline Spotlight: Blending fun and problem-solving on the service center floor
- Watch out for trigger words
- When to say “Thanks” to customers
- Avoid TMI
- Slow down and warm up
- Heard on Twitter
SkillSharpener, July 2020
July 1, 2020
- Five tips for successfully working from home. Plus insights on creating a comfortable home office.
- Inspiring stories from the panelists on how they are getting through the pandemic.
- Refreshers and quick tips including: A technique for dealing with abusive customers and six bad habits to avoid when listening.
Customer Communicator, July 2020
July 1, 2020
- Frontline reps transition to remote work
- Cell phone courtesy counts
- Is your home office giving you a headache or a backache?
- Ask the Panel: How has your work life changed since the start of the pandemic?
- The terrible, horrible, no good, very bad customer
- Avoid these bad habits when listening
- Heard on Twitter
SkillSharpener, June 2020
June 1, 2020
- Insights and techniques for incorporating more questions into their service style.
- A Q&A on building rapport. This month, current and former panelists share their best tips for developing this important skill.
- Quick tips and refreshers including: How to get your email read, increasing your empathy quotient, and more.
Customer Communicator, June 2020
June 1, 2020
- The power of questions
- Adjusting to the new normal
- Train yourself to ask questions
- Service News: A monthly roundup
- Ask the Panel: How can I build rapport with customers?
- BLUF and other rules for email
- Developing empathy
- Admit it
- Heard on Twitter
SkillSharpener, May 2020
May 1, 2020
- Seven thoughtful tips for more effective word choice. Each tip offers opportunities for group discussion. For example, should reps “Avoid Dirty Language?” What exactly does this mean and when does it apply?
- A profile of the award winning service team at Ship Easy. Marketing Manager Rob Zaleski explains what makes the team work so well.
- Quick tips and refreshers including ideas for improving voice tone, getting new behaviors to stick, and managing stress with breathing techiques.
Customer Communicator, May 2020
May 1, 2020
- Word choice, the subtle influencer in customer communications
- Clear the clutter
- Non-verbal language matters too
- Service News: A monthly roundup
- Frontline Spotlight: Partnering with customers makes this team a winner
- Watch out for icebergs
- Now hear this
- Getting a new behavior to stick
- Refresh with 3-3-6 breathing
- Heard on Twitter
SkillSharpener, April 2020
April 1, 2020
- Tips for improving voice quality. The article stresses the value of an expressive voice in serving and supporting customers. Encourage team members to focus on one of the three Ps for each of the next three weeks.
- In the Ask the Panel column, we share some humorous service stories, because everyone can use a good laugh during these trying times.
- Quick tips and refreshers including: Four tips for putting customers on hold, successfully ending a call, and a fun exercise to improve pronunciation.
Customer Communicator, April 2020
April 1, 2020
- Honing your vocal skills for better
customer communication - Controlling fear is crucial
- Are you speaking too fast, too slow, or just right?
- Service News: A monthly roundup
- Ask the Panel: Have you ever had an oops moment with a customer?
- Ending the conversation
- Putting customers on hold, the right way
- Are you speaking clearly? Try this exercise
- Heard on Twitter