Bulletins

If the language you and your coworkers use to talk about customers and your work is predominantly negative you’re probably contributing to your overall stress levels as a result. What can you do about it? JoAnna Brandi of JoAnna Brandi & Company offers this solution: Spend a week paying close attention to the language that…Continue reading

 

In the book Loyalty for Life, author John Tschohl outlines a process for handling mistakes and regaining the customer’s trust after an error has occurred. In addition to acting quickly, taking responsibility, apologizing, fixing the problem, and following up, he also recommends thanking the customer. This last step, "thanking the customer" is extremely important, he…Continue reading

 

Voice trainer Jay Miller, encourages frontline reps to focus on voice quality for greater clarity and improved customer service. One of the most common problems that he sees is rapid-fire speech. "Some people feel that speaking quickly makes them sound knowledgeable and that it moves the conversation along quickly," says Miller. "Unfortunately, the exact opposite…Continue reading

 

Empathy builds a relationship between the customer and the rep that can enhance customer service, increase customer satisfaction, and boost loyalty. This week, service expert Maxine Kamin shares examples of how to respond with empathy to five common customer emotions: Anger: “I can hear that you are angry about ....” Disappointment: “You must be disappointed…Continue reading

 

While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customer’s. He says that you can think about energy levels on a scale of…Continue reading

 

The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a compliment. It’s…Continue reading

 

Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading

 

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

 

When you work in customer service, you will occasionally encounter customers who are ill or who have received bad news concerning themselves or others. It’s never easy to know what to say or do in these situations. Oftentimes, more is less. A few simple words can be more powerful than a long, drawn out expression…Continue reading

 

One of the most challenging and stressful situations that customer service reps encounter is dealing with a difficult or irate customer. Service trainer Barbara Burke created a four step process for handling these emotionally charged situations. She called it SODA: S - Stop what you are doing.O - Observe what is going on.D - Decide…Continue reading