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
March 15, 2018 — Is your service staff maintaining a positive attitude despite the negativity that inevitably arises in the workplace? If not, then keep in mind that March is “Optimism Month,” and the perfect time to work on improving those attitudes. Reps, like everyone else, will benefit from guidance and suggestions for keeping a…To read more — login/sign up
March 2, 2018 — Online channels are playing a larger and larger role in customer service. Not only are customers buying more online, they are taking their service issues online as well, via email, text, web chat, and other online channels, including social media. And customer service reps need to be ready to handle those…To read more — login/sign up
February 16, 2018 — Customer Service Reps are often advised to treat each customer as their only customer. Shannon Butler, a customer service representative at Brenntag Southwest takes that advice literally because she has just one very large customer. But whether reps are working with one customer or one hundred, Butler’s advice in this month’s…To read more — login/sign up
February 1, 2018 — In some organizations, there may be as many as five generations interacting in the service center, and they all have different needs, attitudes, beliefs, and behaviors. “It is important to understand these generational differences, because everyone comes to the party with a different set of expectations,” says Meagan Johnson, “and the…To read more — login/sign up
January 18, 2018 — It’s January 18 and many of us have already abandoned our New Year’s resolutions. But never fear, it’s not too late to inspire your service team to rethink their resolutions with these suggestions from the pages of Customer Communicator newsletter. Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service that Sparkles suggests a resolution that…To read more — login/sign up
