Customer Service Bulletin

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

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How To Handle Nosy Questions

It’s happened to every customer service rep. A customer you've worked with, and built a nice rapport with, asks a question that feels too personal, or just plain nosy. The best way to deal with this situation, says Maralee McKee, head of The Etiquette School of America, is to make it clear that there are…Continue reading

 

Welcome New Customers

Customer service reps who are "welcomers" make people feel important, appreciated, and valued as a customer and as a person. But not everyone is a natural welcomer. If you fall into that category, be alert to opportunities to welcome new customers to your organization. Richard R. Shapiro, author of The Welcomer Edge says that there are certain…Continue reading

 

Tips For Returning To The Office

Service teams often work in very close quarters. If that’s your situation, then you’ve probably learned that it takes very little to get on someone else’s nerves. To ensure that you’re a good neighbor, consider the following rules of "cubicle courtesy" from Robert Half, the human resources consulting firm. Be a courteous guest. Never barge…Continue reading

 

Break These Bad Listening Habits

"Hearing without listening happens all the time in business relationships," says Joe Takash, author of Results Through Relationships. "And we’ve all been guilty of this in one way or another. Maybe we’re preoccupied and not really paying attention to what the other person is saying. Maybe we’re busy preparing what we are going to say in…Continue reading

 

Reps Get Crafty To Reduce Holiday Stress

Researchers have found that crafting and hobbies can relieve stress as much as meditation, deep breathing, and other relaxation techniques. And during the hectic holiday season stress management is essential to serving customers well. Nancy Monson, author of Craft to Heal: Soothing Your Soul with Sewing, Painting, and Other Pastimes, recommends familiar needle crafts for…Continue reading

 

Reps “Shift” Language For customers

When frontline reps use “concrete language,” customers feel seen, heard, and valued. Recent research from The Wharton School of the University of Pennsylvania shows how simple shifts in language can help reps improve customer satisfaction and retention. A team of researchers conducted five separate experiments and measured participants’ reactions and emotions. “We found that a…Continue reading