For better collaboration with customers, clearer understanding, and increased efficiency, frontline reps must recognize and overcome common barriers to good communication This month inĀ Customer Communicator, the training and motivation newsletter for frontline reps, communication experts share tips and techniques to break down some of those barriers. It all starts with reducing distractions. Afterall, you canātā¦Continue reading
Telling a customer how a problem will be resolved is important. Telling them a "story" about how a problem will be resolved adds reassurance that the problem will be handled correctly. This month inĀ Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon author of The Old School Advantage recommends story telling. Heā¦Continue reading
When a customer says or does something to cause a frontline rep to lose control of their emotions it's difficult to respond in a professional way. This month in Customer Communicator, the training and motivation newsletter for frontline reps, five reps share their personal triggers and advice on the best way to respond. The first exampleā¦Continue reading
Itās happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. Itās 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 readersā¦Continue reading
Customer service is more and more dependent on technology, but itās the ability to make personal connections and build relationships that will keep customers for the long term. This month inĀ Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon, author of The Old School Advantage suggests five ways to inject old schoolā¦Continue reading
Each time a customer service rep answers the phone, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide,Ā Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizations inā¦Continue reading
The most common reason for reps to make follow-up calls is to gather missing or incomplete information. This month in Customer Communicator, the training and motivation newsletter for frontline reps, RenĆ©e Evenson, author of Award-Winning Customer Service reminds reps to get all of the information they need on the first call. Hereās how: Hear the person out soā¦Continue reading
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 isā¦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 ofĀ 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 yourā¦Continue reading
Often reps must ask customers to take action in order to resolve a problem or answer a question ā 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 bestā¦Continue reading
