Internally you probably use technical jargon when discussing service issues. But to customers, those words and phrases may be unclear and off-putting, creating a wall between you and the customer. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps discusses how to cut down on unwanted jargon. The first step is…Continue reading
Just as TMI, or Too Much Information, can be a problem in one’s personal life, it can also be a problem in the service center. In Customer Communicator, the training and motivation newsletter for frontline reps, service expert John DiJulius reminds readers to avoid "oversharing" with customers. He notes that all frontline reps are guilty of…Continue reading
Every week we share practical tips and techniques from the pages of Customer Communicator — the digital newsletter for frontline reps. To start the new year, we’re highlighting five of our most popular posts. You may read them now along with all of the 2024 posts. And, if your team would benefit from more tips, techniques, and…Continue reading
One of the most important, yet often overlooked, communication tools is the pause — that brief moment of silence during a conversation, when the speaker intentionally stops talking. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps considers when and how to pause, as well as some benefits for reps and…Continue reading
Some customers may continue the conversation even after their issue has been resolved. While taking time to build rapport is important, it’s equally important to politely end those calls and move on to the next customer. The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, suggests gently alerting the customer that…Continue reading
Even calls with chatty, rambling, and disorganized customers can be handled quickly and efficiently — if you know how. The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, recommends five techniques to keep customers on track and to resolve calls more quickly. One of the most effective techniques is sign-posting or…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
Take a nice, polite person with a pleasant phone voice and what do you have? A nice, polite person with a pleasant phone voice. But are they a great customer service professional? To answer that, you need to know more. Great frontline reps share eight essential skills ranging from the technical to the emotional and…Continue reading
Customer service has evolved over the years, adapting to technological advances, changing customer expectations, and a deeper understanding of the important role that customer service plays in every organization’s success. Along with that change comes a shift in some long-held beliefs about customer service. Many common assumptions just don’t hold up today. In this month’s…Continue reading
For better collaboration with customers, clearer understanding, and increased efficiency, frontline reps must recognize and overcome common barriers to good communication This month in 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 can’t…Continue reading
