Customer Communicator

• Answering tricky customer questions in the moment
• Tame your inbox 
• It’s okay to not know the answer 
• Service News: A monthly roundup ...
• Ask the Experts: What can I do when I can’t take a break?
• Good News
• Don’t compete — Communicate
• Don’t let cranky customers drag you down
• Understanding empathy
• Put a time limit on problem-solving efforts
• Speak lower and slower

• 6 ways to amaze your customers
• Take Four: Beat stress
• Service News: A monthly roundup ...
• Ask the experts: How can I ask customers to wait without angering them?
• Your moment of positivity
• Consequences of working night shifts
• Use ‘feeling’ language to calm customers
• “Take one for the team” and other metaphors
• Hoteling tip: Be kind to officemates
• Email service tip

• Positive words go a long way in customer service
• Play nice at work
• Replace these negative words 
• Service News: A monthly roundup ...
• Ask the Experts: What’s the best way to handle an unfriendly customer service policy
• Avoid these “common” service mistakes
• Sharpen your senior skills
• Do customers trust you?

• Say it like you mean it — Five ways to sound more professional and confident
• Learn how to think more positively
• Get the most benefit from reading out loud
• Ask the Experts: How should I handle last minute requests?
• Service News: A monthly roundup ...
• Deal with arguments by avoiding them
• Use “mindfulness” to ease stress
• When in doubt, try the Bulletin Board Test
• Build rapport with humor
• Responding to praise

• What does science tells us about great service?
• Relax on your commute
• Share the same words
• Service News: A monthly roundup ...
• Ask the Experts: How to deal with impatient, rude, and angry customers?
• Customer communicator 
• Add a deadline to phone messages 
• Postpone aggravation with pen and paper 
• Stamp out toxic talk