February 27, 2020 — Humor really is the best medicine when it comes to stress management. But there are even more benefits to humor in the service center. Karyn Buxman, a speaker, author, and neurohumorist explains the three functions of humor and how everything from a belly-laugh to a shared smile can improve customer service.…Continue reading
February 13, 2020 — With the busy pace in most service centers, it might seem counter-intuitive to recommend that reps make time to pause during the day. But according to Nance Guilmartin, author of The Power of Pause, taking time to pause can help save time in the long run by humanizing customer interactions, reducing automatic…Continue reading
January 30, 2020 — As we start the new year, keep in mind the negative impact of IKTA disease. The acronym, which stands for "I Know That Already," was coined by service experts Val and Jeff Gee. IKTA, they say, is a disease that stops us from learning new things, because we truly believe we…Continue reading
January 16, 2020 — Teamwork is one of the most powerful tools for providing high quality customer care. A cohesive team can accomplish much more in terms of innovation, efficiency, and productivity than the sum of the individuals that make up the team. In the January issue of Customer Communicator newsletter, service expert Ron Willingham discusses how…Continue reading
December 19, 2019 — In the December issue of Customer Communicator newsletter, communications consultant and coach, Patti Wood reminds readers that the first words a customer hears will set the tone for the conversation to follow. She notes that there is solid data behind this practical reminder. "Research says that the most important thing we look…Continue reading
December 5, 2019 — The period from Thanksgiving to New Year’s Day can be hectic — filled with shopping, visiting, and celebrations of all kinds. So how do you keep your focus on customers when you’re wondering about what to get Aunt Millie for Christmas and where to seat Uncle Joe for New Year’s brunch?…Continue reading
November 21, 2019 — According to authors Val and Jeff Gee, the best way to get customers to comply with your requests is to have them commit to the action by saying "yes." In general, people feel the need to make their actions consistent with their words. A study of the language used to confirm…Continue reading
November 7, 2019 — In the November issue of Customer Communicator newsletter, Jon Gordon, author of The Energy Bus and others, shares techniques to maintain a positive attitude at work. It’s all about focusing on your purpose. Or as he says, "remember why you do what you do." Defining your purpose may require a bit of a mental shift.…Continue reading
April 18, 2019 — Sometimes a customer gets upset, for no apparent reason, right in the middle of a conversation. How do you get back to the subject at hand without minimizing the outburst or its causes? According to Robert Bacal, author of Perfect Phrases for Customer Service, the secret to getting a customer back on…Continue reading
April 4, 2019 — There are several basic steps to better listening. And it all starts with recognizing what’s involved. "Exceptional listening requires concentration, effort, and a thoughtful response," says author Joe Takash, "It means you must work at listening with your head and heart and not just with your ears." The April issue of Customer…Continue reading
