March 23, 2017 — Reps often have to rely on other departments for support in serving customers. To get that support, they must build strong connections. In the March issue of Customer Communicator newsletter, a group of frontline reps offer peer advice on how to build the connections to best serve customers. Megann Wither of Navy…Continue reading
March 10, 2017 — When dealing with customers over the phone, a rep’s voice is going to reflect how willing — or unwilling they are to help. For example, speak too quickly and it may sound like you are rushing the customer or that you are not really focused on his or her needs. Speak…Continue reading
February 23, 2017 — While it is common for companies to offer customers refunds, discounts, "extras," and more to make amends when things go wrong, Evan Horowitz of Evan Horowitz Advising is not convinced that this is a good move. "It’s common, if you feel that you have broken your commitment to the customer, to…Continue reading
February 9, 2017 — Most reps will occasionally have to deliver bad news to customers. They have to report late shipments, stock shortages, equipment and service delays, and any number of other issues that customers aren’t going to be happy with. So how do you deal with those situations? Is there an approach you can…Continue reading
January 26, 2017 — Earlier this month, five leading service experts shared their insights into the coming changes in customer service and the role of the customer service professional. Writing in Customer Communicator newsletter, John Goodman of Customer Care Management & Consulting, reminds readers of their unique role as the eyes and ears of the organization. Even…Continue reading
January 11, 2017 — Several of the experts who contributed to the Customer Communicator’s annual outlook article noted the ongoing march toward more technology in the service center. However, they remind readers that this must be accompanied by the interpersonal skills that make each customer feel valued. With the greater emphasis on alternative customer channels, expanded…Continue reading
