November 29, 2018 — For customer service reps, this can be a fast-paced time both professionally and personally. Staying calm and powering through the final stretch of the year will help service teams accomplish more on both fronts. In the November issue of Customer Communicator, the newsletter for frontline reps, Kathy Gruver, author of Conquer Your…To read more — login/sign up
November 15, 2018 — When you spend your days supporting customers, coworkers can sometimes be overlooked. But service skills trainer Kirk Miller says that productivity and job satisfaction will increase and stress levels will decrease when the service team is mutually supportive. In the November issue of Customer Communicator, the newsletter for frontline service professionals, Miller…To read more — login/sign up
November 1, 2018 — Apathy/boredom, the brush-off, coldness, condescension, robotism, the rulebook, the runaround, and the tune-out are the “eight sins of customer service,” says Deborah J. Schmidt, a customer loyalty consultant and author. Not surprisingly, these sins are common to many service centers. They’re attitudes and behaviors that reps adopt to help them deal…To read more — login/sign up
August 16, 2018 — Briana Church is a transportation solutions representative for Veritiv Corporation, a third-party distribution and logistics company. Her job is to help customers set up shipments, and to make sure that they get delivered on time. “So if customers come to me with any problems, anything that needs fixing, I am here…To read more — login/sign up
August 2, 2018 — In a busy service department, with many competing demands, it is not always easy for frontline reps to remain happy, upbeat, and positive. Fortunately, service consultant JoAnna Brandi has identified several ways that reps can maintain a positive attitude and keep customers happy. It all starts with Steps 1 and 2…To read more — login/sign up
July 19, 2018 — “Excelling in customer service requires more than just showing up,” says Bill Keenan editor of Customer Communicator, the newsletter for frontline reps. “In order to serve customers well, support the service team, and take one’s career to the next level, reps need to stand out,” he says. In the July issue of Customer…To read more — login/sign up
June 7, 2018 — Effective listening has long been recognized as an essential customer service skill. Unfortunately, there’s a lot that can be missed, and a lot that can get in the way of understanding what a customer is saying, or means to say. How can reps avoid the pitfalls to effective listening and stay…To read more — login/sign up
May 10, 2018 — Being on the frontline and dealing with customers on a day-to-day basis makes customer service reps the ideal source for gathering some, but not all, types of customer information. John Goodman, vice chairman of Customer Care Measurement & Consulting spoke with Customer Communicator about the four types of information that frontline reps should…To read more — login/sign up
April 26, 2018 — Every other month, Customer Communicator shares the story of one extraordinary frontline rep. Together, their experiences form a picture of exactly what it takes to provide exemplary customer service. In the past few months, Heather Cruit has shown how stepping outside of the box leads to creative solutions for customers. Shannon Butler talked…To read more — login/sign up
April 12, 2018 — Customers, coworkers, and personal demands — those are the top three sources of stress for today’s busy customer service professionals. Managing each type of stress requires different strategies, and it’s well worth the effort to fine-tune your stress management skills, says Genella MacIntyre, author of 5 Steps to Reducing Stress. In an…To read more — login/sign up
