It’s common for customers to bristle when they are told to do something. It can sound like a command, and it can feel like criticism. In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Dru Scott recommends an alternative approach which he calls the "Will you..." technique. Instead of…Continue reading
When a caller is angry, upset, or aggressive, it’s time to turn down the heat. This may involve active listening, empathy, and questioning techniques. But there’s also a less familiar technique called “Fogging.” In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, the editors explain how to use fogging to…Continue reading
In stores and restaurants of all kinds the transaction ends with a receipt. It’s like a summary of what went before — you selected 2 percent milk, Greek yogurt, and a bunch of bananas. You paid $6.95. In the January issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Richard Gallagher, says…Continue reading
Written language is always changing and evolving. One of the biggest factors driving change today is the use of texting and messaging. So called "text-speak" has evolved to be quick and informal and is often marked by abbreviations and acronyms (lol, BTW, IDK, etc.), limited use of punctuation and capitalization, informal greetings, and the use…Continue reading
Improving frontline skills, boosting morale, and increasing motivation are on every manager’s wish list for the new year. To help you achieve those goals, I’d like to introduce our monthly newsletter, Customer Communicator. When you start your subscription, you’ll receive the digital newsletter on the first of each month. Inside, your team will find skill-building articles,…Continue reading
Adding emphasis to individual words and phrases is essential to clear communication. Emphasis will focus the customer’s attention, clarify meaning, and make your message more engaging. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps, highlights the importance of emphasis in avoiding miscommunication. The following example shows how the meaning of…Continue reading
How do you know when you’re doing an excellent job serving customers? A compliment from a coworker or praise from a supervisor are great indicators. But there’s one more important way. In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer reminds reps that they also get…Continue reading
Each week we share practical tips and techniques from the pages of Customer Communicator — the digital newsletter for frontline reps. To wrap up 2025, we invite you to read any of the tips you may have missed and to subscribe to Customer Communicator for 2026. In each issue of Customer Communicator your team will find skill-building articles, practical tips, expert advice, and…Continue reading
There are lots of words that customers never want to hear — from "There’s been a mix-up...," to "I need to cancel...," to "We will not be able to...." In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, authors Val and Jeff Gee remind readers, that there are two words…Continue reading
What would you do if Taylor Swift, LeBron James, or Sandra Bullock called your service center? Would you treat them like any other customer with a question or complaint? It’s tempting to say "yes," but the answer is probably "no." In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, author…Continue reading
