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
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
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
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
August 21, 2014 — After a long day working with customers, it can be difficult for frontline staff to maintain a high level of energy and enthusiasm. New research suggests that a five-minute walk can help. If you spend most of your work day sitting at a desk, it’s likely that your energy levels peak…Continue reading
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
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
July 11, 2014 — July 1 was Second Half of the New Year Day, which makes July the perfect time to review the New Year’s resolutions that you made back in January to see how you’re doing. In the July issue of Customer Communicator, editor Bill Keenan offers this advice: Start by making a point of…Continue reading
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
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
