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
When customers become upset, they won’t always communicate clearly and calmly, so reps may have to ask them to repeat themselves. Proceed with caution! In the January issue of Customer Communicator, the training and motivation newsletter for frontline reps, Keith Bailey and Karen Leland, authors of Customer Service for Dummies, remind reps to make sure there…Continue reading
Speaking from prompts or scripts, or at the end of a long day, can leave customer service reps sounding mechanical and insincere. The solution, say the authors of the training guide, Sounding Great on the Phone, is to add interest to the voice by focusing on the three Ps: Pitch, Pace, and Pause. Pitch refers to…Continue reading
According to a recent survey, the telephone remains the most used customer service channel. While not all issues require the phone, 81 percent of service professionals say the phone is the preferred channel for complex issues. With that striking number in mind, Customer Communicator, the training and motivation newsletter for frontline reps, started the New Year…Continue reading
Every week we share practical tips and techniques from the pages of Customer Communicator — the digital newsletter for frontline reps. To wrap up the year, we’re highlighting five of our most popular posts. You may read them now along with all of the 2023 posts. And, if your team would benefit from more tips, techniques, and in-depth information…Continue reading
In the workplace, everyone faces small conflicts throughout the day — with coworkers, managers, and even customers. To solve problems quickly and professionally it’s essential to choose the right words. In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, author and service expert, Renée Evenson explains the power of word…Continue reading
Customer service professionals have to deal with a variety of customers day in and day out — ranging from the calm and polite to the slightly overbearing to the downright angry. It’s all part of the job, and it pays to be ready for all of the possibilities. In the December issue of Customer Communicator, the…Continue reading
