Some reps are just naturals. Even without training, they seem to know how to work well with customers — 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.…Continue reading
Ever wonder why customers sometimes seem to lose control? They snap at imagined slights. They argue, but they don’t make sense. They don’t seem to listen. And they can’t follow simple directions. The problem, says Andra Medea, a conflict resolution specialist, is that these customers are victims of adrenaline flooding — a rush of adrenaline…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 isn’t our company…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 negative…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 them…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 help…Continue reading
Each time a service rep speaks with 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 reps can use to present themselves and their organizations in the…Continue reading
People who regularly speak in public are some of the best communicators. They understand how to present themselves as knowledgeable and authoritative, how to engage an audience, and how to deliver a message in the most compelling and persuasive way. In the April issue of Customer Communicator, the newsletter for frontline reps, public speakers share techniques…Continue reading
The quality of a service professional’s 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 author provides six techniques to become a more polished and professional speaker. It…Continue reading
Researchers have found that after the initial greeting, customer service reps are seen as more helpful when they use concrete or specific language. The March issue of Customer Communicator, the newsletter for frontline reps, includes four customer service tips that are backed by recent research. This includes the benefits of using concrete or specific language. "Including…Continue reading
