If you are trying to incorporate a new service technique into your daily interactions with customers (personalizing the call, expressing empathy, or allowing customers to finish before you speak) a visual reminder is a simple and easy way to keep your intentions focused and to give priority to the changes you want to make. One…Continue reading
Knowledgeable. Confident. Friendly. Empathetic. There’s a lot that frontline reps need to convey in a single customer contact. And sometimes only a few brief moments to do it all. One speech pattern that can be a confidence killer is upspeak. Upspeak or uptalk is a pattern most commonly seen in women. Although many men use…Continue reading
No one likes being put on hold, but sometimes it’s unavoidable. Keep these tips in mind for a smooth transition to hold. 1. Offer a reason. Explain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like to confirm this with my supervisor." The…Continue reading
As the coronavirus pandemic disrupted everyday life and roiled the U.S. economy, coach Mike Staver was reminded of the importance of understanding human neurology. Much like the coronavirus, fear is a highly contagious state of being, Staver says. With restaurants, stores, and offices closing down, it’s all too easy to be infected with fear. And…Continue reading
When a customer provides feedback, no matter how negative, they are providing a valuable opportunity for improvement. And they want to know that they have been heard. This means responding to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings and frustrations, or sharing a common experience. And, if appropriate, reps…Continue reading
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 barrier between you and the customer. The first step to reducing the use of technical jargon is simply to recognize it when you hear it. Next, try these steps: If you…Continue reading
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
