That's an important tip for many people who work at home. It's easy to grab a second cup of coffee and maybe add a cookie or two. And then to linger over a full lunch when you're used to having a yogurt and fruit at the office. During the pandemic, lots of reps have shared…Continue reading
When you were working in the office you may have had regularly scheduled breaks or the flexibility to take a break when you needed one. Working from home, you may find yourself tempted to skip a break or take a break at your desk. Frontline rep Sherry Maurrasse shares this week's tip. She tells us…Continue reading
How many times have you heard about the value of empathy in customer interactions? Probably a lot. And it’s good advice. Empathy is the ability to sense other people’s emotions and to imagine what they may be thinking and feeling. Some people are naturally more empathetic than others, but researchers at Greater Good Science Center…Continue reading
When you email a customer or coworker you want that email to be read and acted on. But with the volume of email flowing across the web it can be hard to get a customer’s attention. Ben Decker, CEO of Decker Communications, offers four no-nonsense steps to ensure that customers read your email: 1. BLUF. This…Continue reading
When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique. Hear: Let the customer tell their entire story without interruption. Empathize: Show that you understand how the customer feels. Use phrases like "I’d be frustrated, too." Apologize: Even if you…Continue reading
Whether you’re using a makeshift workspace at home or you’re in the office, it’s time for some spring cleaning. According to Jeffrey Meyer, an efficiency expert and author of Time Management for Dummies, people should focus on clearing the clutter even if they don’t enjoy it. "Nobody wants to clean their desk, and nobody wants to…Continue reading
If you are trying to incorporate a new service technique into your daily interactions with customers (personalizing the call, expressing empathy, or allowing customers to finish before you speak) a visual reminder is a simple and easy way to keep your intentions focused and to give priority to the changes you want to make. One…Continue reading
Knowledgeable. Confident. Friendly. Empathetic. There’s a lot that frontline reps need to convey in a single customer contact. And sometimes only a few brief moments to do it all. One speech pattern that can be a confidence killer is upspeak. Upspeak or uptalk is a pattern most commonly seen in women. Although many men use…Continue reading
No one likes being put on hold, but sometimes it’s unavoidable. Especially when you’re working with reduced staff. Keep these tips in mind for a smooth transition to hold. Tip #1. Offer a reasonExplain why you need to put the customer on hold. For example, "I need to call the shipping department" or "I’d like…Continue reading
April 9, 2020 — As the coronavirus pandemic disrupted everyday life and roiled the U.S. economy, coach Mike Staver was reminded of the importance of understanding human neurology. Much like the coronavirus, fear is a highly contagious state of being, Staver says. With restaurants, stores, and offices closing down, it’s all too easy to be…Continue reading
