Service Starters

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

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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

 

It may be time to update, and speed up, your standards

February 24, 2015
February 24, 2015 — While email may be losing some ground to text messaging and social media as a customer communication channel, customers who use email are still looking for a quick response. A recent survey by MailTime.com found that most customers (52%) expect a response to their emails within 24 hours, some 19% expect…Continue reading

 

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