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
Over the past 12 months, Customer Service Bulletin has brought you dozens of customer service tips. They have covered everything from at your desk exercises, to managing empathy fatigue, to techniques for service recovery. If you’ve missed any of these posts during this hectic year, they are online now. You’ll even find our five favorite…Continue reading
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
"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
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
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
It may feel like you are apologizing all the time --- for the long wait time, for the incorrect billing, for a simple misunderstanding. Whatever the reason, it's essential to apologize the right way. Research from social scientists Roy Lewicki, Beth Polin, and Robert Lount Jr. finds that the most compelling apologies include three distinct…Continue reading
Each time a customer makes the effort to complain, it’s a chance to make things right. Even those customers who are frustrated or angry often want to keep doing business with your company. Otherwise, they wouldn’t have bothered to complain. Knowing that can help you stay in the right frame of mind — positive, proactive,…Continue reading
As a service professional you’ve worked with all kinds of customers — some make quick decisions, while others take more time. Some want a lot of information, others need just an overview. Some want to socialize, others want to get to the point quickly. When you're dealing with a customer whose communication style is similar…Continue reading
No one is at the top of their game day-in and day-out. When you’re not feeling 100 percent, you’ve just got to fake it. Make your voice sound interested and enthusiastic, and the customer will come away from the call with a positive impression. And your mood and attitude will start to lift. Here’s how…Continue reading
