Customer Communicator

• Turning complaints into opportunities

• Recognizing the value of service

• Getting the apology right

• Pop Quiz

• Service News: A monthly roundup ...

• Ask the Panel: What can we do when a teammate doesn’t pull her weight?

• Where is he coming from?

• Try improv to improve rapport

• Tips for polite and proper email

• Shared communication styles build strong relationships

• Shift your style for better service

• Keep conversations stress free

• Pop Quiz

• Service News: A monthly roundup ...

• Ask the Panel: What metrics should I be tracking?

• More than a number

• Try using the Golden Pause

• Convey confidence as you buy time

• Is a difficult customer ruining your day?

• Try teaching

• Are you asking the right questions in the right way
• Paraphrase to build customer rapport
• Pop Quiz
• Service News: A monthly roundup
• Ask the Panel: How do you cope with office drama?
• Finding the positive
• Working with non-native speakers
• Time management know how
• Take a brain break
• What’s your pet portrait?
• SkillSharpener

• When service takes on the added role of sales
• Welcome back to the office!
• Pop Quiz
• Service News: A monthly roundup
• Ask the Panel: How can I get to know my customers?
• Resolving conflicts with customers
• Briefly, now
• Warm up your workplace
• Encourage complaints
• Lessons from nature
• Tough calls first
• SkillSharpener