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Handling Difficult Customers

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. In the training guide, Handling Difficult Customers, the authors take readers through seven steps to…Continue reading


Listening 101 — Dos and Don’ts

Most people think they are good listeners. But listening effectively is something that very few people do well. It’s not that listening is so difficult, it’s simply that most people have never developed the skills. And even if you know what to do, it’s easy to slip into bad habits. The February issue of Customer Communicator,…Continue reading


Read Between The Lines For Email Success

While most customer interactions take place on the phone, email is catching up fast. Quick, courteous communication via email can boost productivity and enhance customer relationships, while careless and unprofessional email can frustrate and antagonize customers, coworkers, and others. In the training guide, Effective Email Communication, the authors point to a dozen ways to make email…Continue reading


Customer Service In Times Of Inflation

As inflation rises and budgets tighten, service organizations can expect to see an increase in demand for meaningful, personalized customer experiences. Fortunately, there are steps that every frontline rep can take to meet those rising expectations. Remember the "little things" Customers like to feel special and important — not simply one of many nameless accounts…Continue reading


Self-Care At Work

This Valentine’s Day show yourself some love by starting a daily self-care routine. These ideas for self-care at work come from the January issue of Customer Communicator, the newsletter for frontline reps. 60-second desk cleanup. Tidying your space periodically will help you stay organized and productive and reduce stress. Eat healthy snacks. Having healthy options…Continue reading


Eliminate Toxic Talk In The New Year

It can be extremely difficult to remain positive in a negative setting. And when coworkers are complaining or bad-mouthing customers it creates not just a negative setting, but a “toxic environment.” Resolve to keep your environment non-toxic with these tips from the January issue of Customer Communicator, the newsletter for frontline reps: Don’t start toxic…Continue reading


Reduce Customer Call-Backs

One way for customer service reps to minimize repeat calls is to answer the customer's unstated questions before a follow-up call is ever needed. Or, put another way, to answer tomorrow’s questions today. For example, if a customer calls to set up a new service the rep might proactively say, “By the way, people who…Continue reading


Holiday Etiquette

It’s December, and that means office parties. Love them or hate them, try to make the most of them. Here’s how: Attend. Even if the party is not mandatory, it reflects well on you as a team player to attend. Shine. When the event is being held during or right after work, your normal dress…Continue reading


Top Qualities For Service Success

To succeed in the ever-changing world of customer service, frontline reps can rely on five basic traits. And while service technology may come and go, these traits will never go out of date says customer service trainer Nancy Friedman. Trait 1: Positive service attitude. People with this trait enjoy helping others, and they will put…Continue reading


Remember Courtesy When Writing

Customer service trainer Renée Evenson reminds frontline reps to apply their telephone skills to the written word. “Effective communication is the same whether you speak or write yourmessage,” she says. But sometimes courtesy gets lost in the written word. When responding via email, social media, or chat, remember to use the same phrases of assurance…Continue reading