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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Developing an Enthusiastic Team

September 4, 2014
September 4, 2014 — The first week in September is also known as International Enthusiasm Week, a time to focus on the importance of enthusiasm in building strong relationships with customers and coworkers. But sometimes it can be draining to maintain a high-level of enthusiasm throughout the workday, particularly if that work is stressful or…Continue reading

 

Focus on First and Last Impressions

August 7, 2014
August 7, 2014 — This month in Customer Communicator, author and customer service trainer Renée Evenson discusses the importance of making good first and last impressions with customers. While making a good impression is always valuable, these beginnings and endings are especially important. Psychological research, as well as everyday experience, shows that people tend to remember…Continue reading

 

Eliminate Negativity in the Service Center

July 24, 2014
July 24, 2014 Working in customer service can be difficult and stressful, but managers can take simple steps to help reps stay motivated and positive. Geoffrey James, author of Business Without the Bullsh*t, says that it starts with being a role-model for reps. For instance, when a rep complains about having had to deal with a…Continue reading

 

Building Rapport with Customers

June 26, 2014
June 26, 2014 — To build true rapport with customers, Melissa Corra a live- chat rep for Web.com, goes beyond the typical techniques. Corra was recognized for her work with a Customer Communicator Frontline Spotlight award. “Most frontline reps are familiar with the techniques of mirroring and matching to build rapport,” says Customer Communicator editor Bill Keenan. “People often…Continue reading

 

Amaze Your Customers

June 16, 2014
June 16, 2014 — In “Amaze Every Customer Every Time,” author Shep Hyken provides managers with tools for delivering “the most amazing customer service on the planet.” But Hyken was quick to tell readers of The Customer Communicator newsletter that frontline service reps have an equally important role to play in amazing customers and building long-lasting relationships.…Continue reading