August 10, 2017 — One of the things that many companies neglect to include in their customer service training is how to respond to complaints about coworkers. The rep’s first reaction may be to defend a coworker or to agree with the customer. But, says Kate Nasser, the People Skills Coach, the better approach is…Continue reading
July 27, 2017 — "There are a lot of good things that can happen when trust is a part of the workplace culture," says Nan S. Russell, a consultant and author of Trust, Inc. and It’s Not About Time. "Things can happen faster, more smoothly, more easily, and without conflict — and you get better results, including better…Continue reading
June 16, 2017 — Humor can help lighten the load in the typically stressful customer service environment. Author and humor expert Michael Kerr explains why: "Having a sense of humor," says Kerr, "can help you to physically cope with stress. When we laugh, our blood pressure drops; we increase the amount of oxygen going into…Continue reading
June 1, 2017 — If not today, then someday soon, most frontline reps will be serving customers across a range of social media channels. And while many of the rules have changed, the basics remain the same. In the June issue of Customer Communicator newsletter, four service experts share some of their best advice for providing social…Continue reading
May 18, 2017 — A powerful service technique, that is often overlooked, is the art of storytelling. In the May issue of Customer Communicator newsletter, J.N. Whiddon, author of The Old School Advantage, encourages frontline reps to practice this important skill. Rather than telling a customer how a problem will be resolved, Widden suggests telling the story of…Continue reading
May 4, 2017 — Customer service is more and more dependent on digital and technical resources, but customer service reps need to understand that — when they do have an opportunity to interact directly with a customer — the old-fashioned rules of rapport and personalization still apply. J.N. Whiddon, author of The Old School Advantage: Timeless…Continue reading
April 20, 2017 — The impact of conflict in the workplace can be devastating — to the reps involved, to colleagues, and to customers. Conflict is top of mind right now because April is Workplace Conflict Awareness Month. And it’s the perfect time for frontline service reps brush up on their conflict resolution skills. In…Continue reading
April 6, 2017 — While customer service has long been seen as a phone-based medium, that is not entirely true today. More and more, customer interactions involve a mix of email, social media, online chat, and even the occasional typed communications, and hand-written thank-you notes. All of these require care and skill in making sure…Continue reading
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
