Service Starters

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

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Reps Get Crafty to Reduce Holiday Stress

December 3, 2021
Researchers have found that crafting and hobbies can relieve stress as much as meditation, deep breathing, and other relaxation techniques. And during the hectic holiday season stress management is essential to serving customers well. Nancy Monson, author of Craft to Heal: Soothing Your Soul with Sewing, Painting, and Other Pastimes, recommends familiar needle crafts for…Continue reading

 

Reps “Shift” Language to Satisfy Customers

November 18, 2021
When frontline reps use “concrete language,” customers feel seen, heard, and valued. Recent research from The Wharton School of the University of Pennsylvania shows how simple shifts in language can help reps improve customer satisfaction and retention. A team of researchers conducted five separate experiments and measured participants’ reactions and emotions. “We found that a…Continue reading

 

Apologizing the Right Way

October 28, 2021
It may feel like you are apologizing all the time --- for the long wait time, for the incorrect billing, for a simple misunderstanding. Whatever the reason, it's essential to apologize the right way. Research from social scientists Roy Lewicki, Beth Polin, and Robert Lount Jr. finds that the most compelling apologies include three distinct…Continue reading

 

Re-think Customer Complaints

October 14, 2021
Each time a customer makes the effort to complain, it’s a chance to make things right. Even those customers who are frustrated or angry often want to keep doing business with your company otherwise, they wouldn’t have bothered to complain. Knowing that can help you stay in the right frame of mind — positive, proactive,…Continue reading

 

Shift Your Style For Better Communication

October 1, 2021
As a service professional you’ve worked with all kinds of customers — some make quick decisions, while others take more time. Some want a lot of information, others need just an overview. Some want to socialize, others want to get to the point quickly. When you're dealing with a customer whose communication style is similar…Continue reading

 

What’s Your CQ?

August 12, 2021
Everyone is familiar with the concepts of IQ and EQ but what about CQ? According to Nance Guilmartin, author of The Power of Pause, CQ or Communication Quotient is the ability to “speak clearly, listen closely, rephrase with an open mind, and take responsibility — up front — for being understood.” If you have a…Continue reading

 

Paraphrase to Build Customer Rapport

July 30, 2021
There are two ways to paraphrase, says Dianne M. Durkin, a trainer and consultant. One is to listen for and repeat a customer’s key words and phrases. “We all have key words and phrases that we use on a regular basis,” says Durkin. “Listen for these and use them when you respond to a customer’s…Continue reading

 

Resolving Conflicts with Customers

June 17, 2021
For better or worse, conflicts are an everyday occurrence when serving customers. Handling those conflicts skillfully can mean the difference between losing a customer and gaining a long-term partner who knows that you, and your organization, can be counted on. For almost 50 years James Creighton, Ph.D. has been training people to resolve conflict in…Continue reading