Service Starters

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

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Add Storytelling to Your Department’s Tool Chest

May 18, 2017
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

 

Mastering Old School Basics

May 4, 2017
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

 

Keep Workplace Conflict in Check

April 20, 2017
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

 

Working Well with Other Departments

March 23, 2017
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

 

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