Humor really is the best medicine when it comes to stress management. But there are even more benefits to humor in the service center. Karyn Buxman, a speaker, author, and neurohumorist explains the three functions of humor and how everything from a belly-laugh to a shared smile can improve customer service. Psychologically, humor acts as…Continue reading
With the busy pace in most service centers, it might seem counter-intuitive to recommend that reps make time to pause during the day. But according to Nance Guilmartin, author of The Power of Pause, taking time to pause can help save time in the long run by humanizing customer interactions, reducing automatic responses, defusing angry customers,…Continue reading
As we start the new year, keep in mind the negative impact of IKTA disease. The acronym, which stands for "I Know That Already," was coined by service experts Val and Jeff Gee. IKTA, they say, is a disease that stops us from learning new things, because we truly believe we know everything about the…Continue reading
Teamwork is one of the most powerful tools for providing high quality customer care. A cohesive team can accomplish much more in terms of innovation, efficiency, and productivity than the sum of the individuals that make up the team. Service expert Ron Willingham says that the first step in turning a group of diverse individuals…Continue reading
