Service Starters

Twice each month Service Starters brings you techniques for improving service skills and boosting moral, motivation, and productivity. You may read past issues in chronological order and search for key topics.

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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

 

Never Stop Learning

January 30, 2020
January 30, 2020 — 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…Continue reading

 

We Are Better Together

January 16, 2020
January 16, 2020 — 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. In the January issue of Customer Communicator newsletter, service expert Ron Willingham discusses how…Continue reading

 

Lead with Authenticity

December 19, 2019
December 19, 2019 — In the December issue of Customer Communicator newsletter, communications consultant and coach, Patti Wood reminds readers that the first words a customer hears will set the tone for the conversation to follow. She notes that there is solid data behind this practical reminder. "Research says that the most important thing we look…Continue reading

 

Remember Your Purpose

November 7, 2019
November 7, 2019 — In the November issue of Customer Communicator newsletter, Jon Gordon, author of The Energy Bus and others, shares techniques to maintain a positive attitude at work. It’s all about focusing on your purpose. Or as he says, "remember why you do what you do." Defining your purpose may require a bit of a mental shift.…Continue reading