Each time a customer service professional speaks to a customer, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizationsā¦Continue reading
On the phone or in person, listening is the single most important service skill. And while people assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers. In the training guide,Ā Effective Listening, the authors provide eight techniques for "Service Listening." Oneā¦Continue reading
Customer service reps should have the same goal on difficult calls as they have on every other call ā to provide the best possible service. And that includes conversations with angry or abusive callers. In the November issue ofĀ Customer Communicator, the training and motivation newsletter for frontline reps, communications consultant Charlotte Purvis suggests how toā¦Continue reading
The quality of a service professionalās voice sets the tone for each customer conversation. The well trained voice will sound confident, trustworthy, interested, and likable, and will smooth the way to a positive interaction. In the training guide, Sounding Great on the Phone, the authors provide six techniques to become a more polished and professional speaker.ā¦Continue reading
Some reps are just naturals. Even without training, they seem to know how to work well with customers ā How to humanize conversations, build rapport, and leave customers feeling valued and cared for. These people share four important traits says Don R. Crawley, author of The Compassionate Geek. Fortunately, they are traits which can be learned.ā¦Continue reading
Ever wonder why customers sometimes seem to lose control? They snap at imagined slights. They argue, but they donāt make sense. They donāt seem to listen. And they canāt follow simple directions. The problem, says Andra Medea, a conflict resolution specialist, is that these customers are victims of adrenaline flooding ā a rush of adrenalineā¦Continue reading
Most companies have some policies that are less than customer friendly. How reps handle them can make all the difference to customers. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to consider the following five points when customers question a policy: 1. Avoid saying, "That isnāt our companyā¦Continue reading
Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers, coworkers, and even in their self-talk. An often overlooked source of negativeā¦Continue reading
A positive outlook directly contributes to reduced stress and improved productivity at work and at home. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors share several quick tips to help customer service reps think more positively. Tip 1. Reframe. When negative thoughts crop up, acknowledge them and then reframe themā¦Continue reading
In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers and coworkers. The reason, they say, is based on neuroscience. Experiments show that painful or negative words release stress and anxiety-inducing hormones. On the other hand, using positive language can helpā¦Continue reading
