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
While asking customers a lot of questions may feel intrusive and time consuming, failing to ask those questions can lead to miscommunication, repeat contacts, and frustration for both the rep and the customer. In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, the authors recommend four techniques for expert questioning.…Continue reading
When speaking with customers, keep your language as positive and supportive as possible — Especially when asking questions. In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, the authors stress the importance of speaking without blame. Phrasing that sounds like you are pointing a finger or making an accusation can…Continue reading
Sometimes, no matter how much you would like to help the customer, you simply can’t bend the rules. Handling this situation the wrong way can anger the customer and jeopardize their relationship with your organization. In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer suggests a…Continue reading
For decades, the Golden Rule has been the guiding principle for customer service professionals. In the October issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer makes a strong case for trying the Grandma Rule instead. What’s the grandma rule? The grandma rule says to treat customers as you…Continue reading
Next week we’ll be announcing the all new 2025 Customer Service Week theme, logo, website, and celebration materials. This week, we’re sharing five important reasons to join the celebration. In just one week you : Recognize and reward frontline staff for the important work they do all year long, Boost morale, motivation, and teamwork, Raise…Continue reading
There are so many things that can go wrong for customers — from technology failures, to account problems, to misshipments, and more. But the common ingredient is that there was a failure to meet the customer’s expectations. What can frontline reps do to turn around these service recovery situations? In Customer Communicator, the training and motivation…Continue reading
It’s happened to every customer service rep. They answer the phone or say "hello," and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive or angry. But that never helps. In the training guide, Handling Difficult Customers, the authors take readers…Continue reading
Clarifying questions are helpful in demonstrating listening and in confirming important information. In the May issue of Customer Communicator, the training and motivation newsletter for frontline reps, the authors recommend some practical language for clarifying questions. For example: "I understand that 15 widgets were delivered and you ordered 25. Is that correct?" "Let me see if…Continue reading
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. In Customer Communicator, the training and motivation newsletter for frontline reps, author Chris Lynam, stresses the importance of aligning your energy level with your customer’s. He says that you can think about…Continue reading
