Service Starters

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

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How to Deliver Bad News to Customers

February 9, 2017
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

 

Customer Service Reps Become “Listening Posts”

January 26, 2017
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

 

Empathy is Never Out of Style

January 11, 2017
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