Service Starters

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

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Gratitude in the Workplace

January 27, 2015
January 27, 2015 — Expressing gratitude can lift other people’s spirits as well as your own, but studies show that people are less likely to express their gratitude at work. In the January issue of The Customer Communicator newsletter, JoAnna Brandi, a customer service trainer and coach, says it’s time to change that. She encourages customer service…Continue reading

 

Award-Winning Rep Heads Off Disaster

January 14, 2015
April 14, 2015 — Strong problem-solving skills, calm under pressure, and teamwork all play a critical role in customer service success. Especially when your product is vulnerable young plants. Kate Frazier, a customer service rep for Ball Seed Company was recognized in the April issue of Customer Communicator for her commitment to getting her customer’s…Continue reading

 

Meeting Customers’ Unspoken Needs

January 13, 2015
January 13, 2015 — In the January issue of The Customer Communicator newsletter, Editor Bill Keenan speaks with industry expert Trevor Spunt about the importance of listening for customers spoken and unspoken needs. Spunt describes a three-part process that involves recognizing when a customer may be holding back information, building rapport so that the customer has the…Continue reading

 

Mentoring in the Service Center

December 15, 2014
December 15, 2014 — This month in The Customer Communicator newsletter, Editor Bill Keenan speaks with Elizabeth Ghaffari, CEO of Technology Place about the benefits customer service reps can realize by partnering with a mentor. Many studies have shown that working with a mentor can be especially useful to new workers. The relationship can reduce feelings of…Continue reading

 

Award-Winning Reps Share Success Stories

October 30, 2014
October 30, 2014 — As an account manager for St. John Insurance, Teresa Sheppard, provides award-winning service. She recently had clients who lost everything they owned to a devastating fire. Sheppard went out personally to view the damage and offer moral support. Then she helped them through every step of the claims process. The message…Continue reading

 

Keeping Your Service Team Engaged

October 15, 2014
October 15, 2014 — Engaged employees bring more of themselves to the job, provide more discretionary effort, and generally need less help in determining what’s right for the customer. But how can a manager know when an employee is becoming disengaged? Jen Lawrence a corporate culture consultant and author of Engage the Fox, says to look…Continue reading

 

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