Customer Communicator


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. 

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SkillSharpener, July 2020

July 1, 2020
  1. Five tips for successfully working from home. Plus insights on creating a comfortable home office.
  2. Inspiring stories from the panelists on how they are getting through the pandemic.
  3. Refreshers and quick tips including: A technique for dealing with abusive customers and six bad habits to avoid when listening.
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SkillSharpener, June 2020

June 1, 2020
  1. Insights and techniques for incorporating more questions into their service style.
  2.  A Q&A on building rapport. This month, current and former panelists share their best tips for developing this important skill.
  3. Quick tips and refreshers including: How to get your email read, increasing your empathy quotient, and more.
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SkillSharpener, May 2020

May 1, 2020
  1. 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?
  2.  A profile of the award winning service team at Ship Easy. Marketing Manager Rob Zaleski explains what makes the team work so well.
  3. Quick tips and refreshers including ideas for improving voice tone, getting new behaviors to stick, and managing stress with breathing techiques.
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SkillSharpener, April 2020

April 1, 2020
  1. 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.
  2.  In the Ask the Panel column, we share some humorous service stories, because everyone can use a good laugh during these trying times.
  3. Quick tips and refreshers including: Four tips for putting customers on hold, successfully ending a call, and a fun exercise to improve pronunciation.
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