Service Starters

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

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Speed Up Calls With Chatty Customers

June 30, 2022
Occasionally, everyone has to deal with the delicate situation of disengaging from a chatty customer who simply doesn’t want to hang up. “We’re in the habit of waiting for permission to terminate a conversation,” says Richard Gallagher of Skills Development International. However, “there are some people who will never give you that permission.” To get…Continue reading

 

Watch Your Language to Reduce Stress

June 16, 2022
If the language you and your coworkers use to talk about customers and your work is predominantly negative you’re probably contributing to your overall stress levels as a result. What can you do about it? JoAnna Brandi of JoAnna Brandi & Company offers this solution: Spend a week paying close attention to the language that…Continue reading

 

Slow Down and Breathe

May 26, 2022
Voice trainer Jay Miller, encourages frontline reps to focus on voice quality for greater clarity and improved customer service. One of the most common problems that he sees is rapid-fire speech. "Some people feel that speaking quickly makes them sound knowledgeable and that it moves the conversation along quickly, says Miller. "Unfortunately, the exact opposite…Continue reading

 

Five Ways to Show Your Empathy

May 12, 2022
Empathy builds a relationship between the customer and the rep that can enhance customer service, increase customer satisfaction, and boost loyalty. This week, service expert Maxine Kamin shares examples of how to respond with empathy to five common customer emotions: Anger: “I can hear that you are angry about ....” Disappointment: “You must be disappointed…Continue reading

 

Align Your Energy Level With The Customer

April 28, 2022
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customer’s. He says that you can think about energy levels on a scale of…Continue reading

 

Use The “Language of Encouragement”

April 14, 2022
The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships with coworkers is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a…Continue reading

 

Delivering Bad News to Customers

March 31, 2022
Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading

 

How to Handle Nosy Questions

March 17, 2022
It’s happened to every customer service rep. A customer you've worked with, and built a nice rapport with, asks a question that feels too personal, or just plain nosy. The best way to deal with this situation, says Maralee McKee, head of The Etiquette School of America, is to make it clear that there are…Continue reading

 

Sharing a Customer’s Grief

March 3, 2022
When you work in customer service, you will occasionally encounter customers who are ill or who have received bad news concerning themselves or others. It’s never easy to know what to say or do in these situations. Oftentimes, more is less. A few simple words can be more powerful than a long, drawn out expression…Continue reading