As a frontline rep, it can feel like you spend your entire day apologizing. And that’s a good thing. Sometimes, when things go wrong, the best thing that you can do is offer a sincere apology. It is the simplest and most direct way of letting the customer know that you care and want to…Continue reading
In late 2021, the online food delivery company DoorDash, asked all employees — including its engineers and top executives — to participate in food deliveries ("dashes") at least once a month. The goal was to fuel a "customer-obsessed mindset" by bringing employees closer to the customer. Fortunately, customer service reps don’t need to deliver meals…Continue reading
When a customer is agitated or hostile and you’re on the receiving end, it’s hard not to take it personally and react with the same level of hostility. In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Rich Gallagher suggests trying what he calls the Uncle Bob technique. Bob…Continue reading
First impressions set the tone for an entire customer interaction. It can be smooth and cooperative or difficult and combative. In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Scott McKain shares three lessons for making a great first impression. First, remember that everything matters, not just your words.…Continue reading
Taking a few moments to warm up your voice can help you communicate more effectively, sound more approachable, and create a more positive experience for customers. The April issue of Customer Communicator, the training and motivation newsletter for frontline reps shares three practical ways to prepare your voice. It starts with relaxing the vocal cords. This…Continue reading
Have you ever done everything a customer asked, yet they don’t seem satisfied? That’s not uncommon says Customer Communicator, the training and motivation newsletter for frontline reps. The problem according to service consultants, Karen Leland and Keith Bailey, is that customers don’t tell you everything they need. "Customers do ask for what they want, but they…Continue reading
Across much of the United States we are ready for spring. It was a tough winter, with record-setting temperatures and snowfall in many areas. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, the team at Brown University Health suggests the following practices to inspire and reenergize. Clean up. It…Continue reading
There are many ways to write to be understood. The simplest way is to use few words, standard words, and short sentences. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, authors and service experts Jeff and Val Gee explain how to keep written language simple. Choose the most familiar…Continue reading
Some words and phrases are likely to spark negative reactions in customers — "our policy is," "that’s not my job," "calm down," etc. — while others ensure a smooth, positive, and productive interaction. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, the editors share six things that customers love…Continue reading
When working with customers over the phone, a reps voice reflects how willing — or unwilling they are to help. Speak too quickly and it may sound like you are rushing the customer or that you are not really focused on their needs. Speak unclearly and you may not sound confident or knowledgable. Speak in…Continue reading
