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
A customer with an angry or condescending tone can turn the most experienced and professional customer service rep into a mass of negative emotions. In the April edition of Customer Communicator, the training and motivation newsletter for frontline reps, consultant Natalie Wolfson shares four techniques reps can use to keep their cool with customers. Recognizing your…Continue reading
Often reps must ask customers to take action in order to resolve a problem or answer a question — respond by a certain time, complete an essential form, provide a missing document, etc. This month in Customer Communicator, the training and motivation newsletter for frontline reps, authors Val and Jeff Gee say that the best…Continue reading
On-the-spot recognition is one of the most powerful ways to reinforce positive behaviors and ensure that they will be repeated. Now, everyone can use spot recognition with the Customer Service Group’s Thank You Kit. It includes everything you need to recognize and reward frontline staff on the spot — an easy to use recognition guide, 25…Continue reading
If you add up all of the things you have to do, and all of the things you want to do, there will never be enough time to get it all done. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, Donald E. Wetmore of the Productivity Institute says that…Continue reading
Are you working with a dominant customer or a steady customer? Knowing your customer can make a difference in how you present yourself. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, trainer Lillian Bjorseth explains the four basic personality types and how to work with each. Fortunately, she says,…Continue reading
Giving a customer bad news can be hard. But giving bad news to the boss can be even more difficult. The February issue of Customer Communicator, the training and motivation newsletter for frontline reps, includes practical tips on delivering bad news to customers, coworkers, and even the boss. "Telling your boss that there&rsqup;s a problem can…Continue reading
Quick, courteous communication via email can boost productivity and enhance customer relationships, while careless and unprofessional email can frustrate customers, coworkers, and others. In the training guide, Effective Email Communication, the authors point to a dozen ways to make email more complete, timely, and effective. The first step is to "Read between the lines." "Just as…Continue reading
When bad news is delivered the wrong way it can lead customers to a sense of hopelessness, frustration, and anger. But when it is delivered the right way, it can lead them to feel in control and empowered to participate in finding a solution. The February issue of Customer Communicator, the training and motivation newsletter for…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
