Customer Service Bulletin

Customer Service Bulletin brings you brief summaries of important tools, tips, and techniques from Customer Communicator newsletter.

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Handle Household Noise Like A Pro

With more and more reps working from home, the possibility of unexpected background noise is real -- Think dogs barking, babies crying, smoke alarms blaring, and more. Craig Idlebrook, content manager for ICMI, calls on reps to use these awkward moments to humanize the service experience. After speaking with a rep who ignored the noise…Continue reading

 

Speed Up Calls With Chatty Customers

Occasionally, everyone has to deal with the delicate situation of disengaging from a chatty customer who simply doesn’t want to hang up. “We’re in the habit of waiting for permission to terminate a conversation,” says Richard Gallagher of Skills Development International. However, “there are some people who will never give you that permission.” To get…Continue reading

 

Recovering From Errors, Oversights, Slip-Ups, And Fails

In the book Loyalty for Life, author John Tschohl outlines a process for handling mistakes and regaining the customer’s trust after an error has occurred. In addition to acting quickly, taking responsibility, apologizing, fixing the problem, and following up, he also recommends thanking the customer. This last step, "thanking the customer" is extremely important, he…Continue reading

 

Slow Down And Breathe

Voice trainer Jay Miller, encourages frontline reps to focus on voice quality for greater clarity and improved customer service. One of the most common problems that he sees is rapid-fire speech. "Some people feel that speaking quickly makes them sound knowledgeable and that it moves the conversation along quickly," says Miller. "Unfortunately, the exact opposite…Continue reading

 

Five Ways To Show Your Empathy

Empathy builds a relationship between the customer and the rep that can enhance customer service, increase customer satisfaction, and boost loyalty. This week, service expert Maxine Kamin shares examples of how to respond with empathy to five common customer emotions: Anger: “I can hear that you are angry about ....” Disappointment: “You must be disappointed…Continue reading

 

Use The “Language of Encouragement”

The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a compliment. It’s…Continue reading

 

Delivering Bad News To Customers

Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading