Bulletins

Take a nice, polite person with a pleasant phone voice and what do you have? A nice, polite person with a pleasant phone voice. But are they a great customer service professional? To answer that, you need to know more. Great frontline reps share eight essential skills ranging from the technical to the emotional and…Continue reading

 

Customer service has evolved over the years, adapting to technological advances, changing customer expectations, and a deeper understanding of the important role that customer service plays in every organization’s success. Along with that change comes a shift in some long-held beliefs about customer service. Many common assumptions just don’t hold up today. In this month’s…Continue reading

 

For better collaboration with customers, clearer understanding, and increased efficiency, frontline reps must recognize and overcome common barriers to good communication This month in Customer Communicator, the training and motivation newsletter for frontline reps, communication experts share tips and techniques to break down some of those barriers. It all starts with reducing distractions. Afterall, you can’t…Continue reading

 

Telling a customer how a problem will be resolved is important. Telling them a "story" about how a problem will be resolved adds reassurance that the problem will be handled correctly. This month in Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon author of The Old School Advantage recommends story telling. He…Continue reading

 

When a customer says or does something to cause a frontline rep to lose control of their emotions it's difficult to respond in a professional way. This month in Customer Communicator, the training and motivation newsletter for frontline reps, five reps share their personal triggers and advice on the best way to respond. The first example…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

 

Customer service is more and more dependent on technology, but it’s the ability to make personal connections and build relationships that will keep customers for the long term. This month in Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon, author of The Old School Advantage suggests five ways to inject old school…Continue reading

 

Each time a customer service rep answers the phone, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizations in…Continue reading

 

The most common reason for reps to make follow-up calls is to gather missing or incomplete information. This month in Customer Communicator, the training and motivation newsletter for frontline reps, Renée Evenson, author of Award-Winning Customer Service reminds reps to get all of the information they need on the first call. Here’s how: Hear the person out so…Continue reading

 

On the phone or in person, listening is the single most important service skill. And while everyone assumes they know how to listen, the truth is that listening is a technique, which must be practiced over time. In the training guide, Effective Listening, the authors provide eight techniques for effective "Service Listening." One important technique is…Continue reading