Service Starters

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

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Body Language Matters, Even On The Phone

February 3, 2022
Body language is essential when working with customers face-to-face. But even on the phone, body language is important, says Sharon Sayler, the author of What Your Body Says (And How to Master the Message). "We should be aware of our own body language because we send messages unconsciously all the time, even over the phone. And…Continue reading

 

Welcome New Customers

January 13, 2022
Customer service reps who are "welcomers" make people feel important, appreciated, and valued as a customer and as a person. But not everyone is a natural welcomer. If you fall into that category, be alert to opportunities to welcome new customers to your organization. Richard R. Shapiro, author of The Welcomer Edge says that there are certain…Continue reading

 

The Year In Customer Service, 24 Tips And Counting

December 21, 2021
Over the past 12 months, Service Starters has brought you dozens of customer service tips. They have covered everything from at your desk exercises, to managing empathy fatigue, to techniques for service recovery. If you’ve missed any of these posts during this hectic year, they are online now. You’ll even find our five favorite posts:…Continue reading

 

Tips For Returning To The Office

December 16, 2021
Service teams often work in very close quarters. If that’s your situation, then you’ve probably learned that it takes very little to get on someone else’s nerves. To ensure that you’re a good neighbor, consider the following rules of "cubicle courtesy" from Robert Half, the human resources consulting firm. Be a courteous guest. Never barge…Continue reading

 

Break These Bad Listening Habits

December 9, 2021
"Hearing without listening happens all the time in business relationships," says Joe Takash, author of Results Through Relationships. "And we’ve all been guilty of this in one way or another. Maybe we’re preoccupied and not really paying attention to what the other person is saying. Maybe we’re busy preparing what we are going to say in…Continue reading

 

Reps Get Crafty To Reduce Holiday Stress

December 3, 2021
Researchers have found that crafting and hobbies can relieve stress as much as meditation, deep breathing, and other relaxation techniques. And during the hectic holiday season stress management is essential to serving customers well. Nancy Monson, author of Craft to Heal: Soothing Your Soul with Sewing, Painting, and Other Pastimes, recommends familiar needle crafts for…Continue reading

 

Reps “Shift” Language For customers

November 18, 2021
When frontline reps use “concrete language,” customers feel seen, heard, and valued. Recent research from The Wharton School of the University of Pennsylvania shows how simple shifts in language can help reps improve customer satisfaction and retention. A team of researchers conducted five separate experiments and measured participants’ reactions and emotions. “We found that a…Continue reading

 

Apologizing The Right Way

October 28, 2021
It may feel like you are apologizing all the time --- for the long wait time, for the incorrect billing, for a simple misunderstanding. Whatever the reason, it's essential to apologize the right way. Research from social scientists Roy Lewicki, Beth Polin, and Robert Lount Jr. finds that the most compelling apologies include three distinct…Continue reading

 

Re-think Customer Complaints

October 14, 2021
Each time a customer makes the effort to complain, it’s a chance to make things right. Even those customers who are frustrated or angry often want to keep doing business with your company. Otherwise, they wouldn’t have bothered to complain. Knowing that can help you stay in the right frame of mind — positive, proactive,…Continue reading

 

Adapt Your Style For Better Communication

October 1, 2021
As a service professional you’ve worked with all kinds of customers — some make quick decisions, while others take more time. Some want a lot of information, others need just an overview. Some want to socialize, others want to get to the point quickly. When you're dealing with a customer whose communication style is similar…Continue reading