Service Starters

Service Starters brings you brief summaries of important tools, tips, and techniques from Customer Communicator newsletter.

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Service Recovery the Disney Way

May 28, 2020
When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique. Hear: Let the customer tell their entire story without interruption. Empathize: Show that you understand how the customer feels. Use phrases like "I’d be frustrated, too." Apologize: Even if you…Continue reading

 

Clear the Clutter

May 14, 2020
Whether you’re using a makeshift workspace at home or you’re in the office, it’s time for some spring cleaning. According to Jeffrey Meyer, an efficiency expert and author of Time Management for Dummies, people should focus on clearing the clutter even if they don’t enjoy it. "Nobody wants to clean their desk, and nobody wants to…Continue reading

 

Getting a New Skill to Stick

April 30, 2020
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

 

Putting Customers on Hold, The Right Way

April 16, 2020
No one likes being put on hold, but sometimes it’s unavoidable. Especially when you’re working with reduced staff. Keep these tips in mind for a smooth transition to hold. Tip #1. Offer a reasonExplain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like…Continue reading

 

Controlling Fear is Crucial in Trying Times

April 9, 2020
April 9, 2020 — 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…Continue reading

 

Let Customers Know They Are Heard

March 26, 2020
March 26, 2020 — 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. On a personal level, it’s important for reps to respond to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings…Continue reading

 

Stamp Out Jargon and Tech Talk

March 12, 2020
March 12, 2020 — 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…Continue reading

 

Make Time to Laugh

February 27, 2020
February 27, 2020 — 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.…Continue reading

 

Pause for Better Service

February 13, 2020
February 13, 2020 — 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…Continue reading