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
SkillSharpener, August 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
- 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
- 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
- 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
- Insights and techniques for incorporating more questions into your 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
- 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