Service Starters

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

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Use the “Six-most” system to stay focused

November 25, 2015
November 25, 2015 — Every time-management expert has their own approach to getting through the daily round of tasks. But author Scott Ford has the simplest. That makes it one of the most likely to be used in the busy customer service environment. In the November issue of Customer Communicator newsletter, he explains what he calls…Continue reading


Avoid These Bad Service Habits

October 15, 2015
October 15, 2015 — There are three bad habits that consultant Jeff Toister sees again and again in customer service centers. "They are all interrelated, and they are a real challenge to customer service reps," he says, "not only because they hurt service levels, but because they are partially driven by instinctive behaviors — and…Continue reading


Restoring Civility to Customer Service

August 10, 2015
August 10, 2015 — In a recent survey, seventy percent of respondents said that civility has eroded in the last few years and two-thirds said they think the United States has a significant problem with rudeness. August is National Win-With-Civility Month, and what better time to focus attention on ensuring that everyone on the service…Continue reading


Anyone Can Be a Customer Service Hero

July 24, 2015
July 24, 2015 — You don’t need a cape, or superpowers, to be a hero to your customers. In fact, anyone can be a customer hero says Adam Toporek, author of Be Your Customer’s Hero. For Toporek, being a customer hero depends on three things, which are within the grasp of every frontline service professional. The…Continue reading


“CATER” to the Customer

July 10, 2015
July 10, 2015 — In difficult customer service situations, it helps to have a game plan — a strategy worked out in advance that takes the emotion out of potentially volatile situations. For customer service author and trainer Adam Toporek, the best strategy is to CATER to your customers. In the July issue of Customer Communicator newsletter,…Continue reading


Don’t Let Stress Affect Performance

June 25, 2015
June 25, 2015 — In a recent survey eighty-five percent of all workers reported that work-related stress is causing them to lose sleep. The negative impact can be seen in impaired decision-making, illness, frayed nerves, and mistakes, say the report’s authors. In the June issue of Customer Communicator newsletter, frontline service reps are encouraged to monitor and…Continue reading


Dealing with Cranky Customers

June 1, 2015
June 1, 2015 — It’s happened to every customer service rep — they pick up the phone and the caller is angry, upset or abusive. If only all customers were in a calm and receptive state of mind. Unfortunately, getting customers to that state isn’t always easy. The secret, says Mark Goulston, author of Just Listen,…Continue reading


Keeping Basic Phone Skills Sharp

May 14, 2015
May 14, 2015 — While service channels like social media and mobile are growing, the most important skills that a typical customer service rep can have are still basic telephone skills. The phone remains the most common customer service channel and the channel of choice for those more difficult, complex, or sensitive customer service issues.…Continue reading


Eliminate These “Forbidden” Words and Phrases

May 1, 2015
May 1, 2015 — There is a lot that customer service reps can do to ensure that conversations with customers go smoothly — and serve to build relationships rather than create problems. In the May issue of Customer Communicator, Nancy Friedman of Telephone Doctor points to several types of language that reps should avoid: • Dismissive language. When…Continue reading


Use “Sprinkles” to Keep Customers Loyal

March 31, 2015
March 31, 2015 — The personal touches that a customer service representative adds to his or her interactions with customers are what Chip R. Bell refers to as "sprinkles." And they are what customers typically remember about an interaction and what encourages them to come back to your company the next time. "While customers value…Continue reading