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
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
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
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
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
March 17, 2015 — Using humor at work is an excellent way to build teamwork, reduce stress, and even increase productivity. March is International Mirth Month, which makes it the perfect time to try bringing some humor to your service center. Mike Kerr, author of You Can’t Be Serious! Putting Humor to Work.suggests some easy ideas…Continue reading
March 3, 2015 — It can be difficult to maintain a positive attitude when working in customer service. But it can be done, says Jon Gordon, a motivational consultant and author of The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy. In the lead article of this month’s issue of The…Continue reading
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
February 10, 2015 — Saying “no” to a customer is one sure way to trigger a negative response that could lead to a difficult interaction. But situations often occur in which there is no way to say “yes”. What can reps do to keep customers from becoming angry or upset? According to Richard S. Gallagher,…Continue reading
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
