Service Starters

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

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Remember Your Purpose

November 7, 2019
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

 

Keep Listening Skills Sharp

April 4, 2019
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

 

Practice Power Postures

February 21, 2019
February 21, 2019 — As service providers, your team members must consistently deliver a positive customer experience — "power postures" can help. By practicing power postures, coach and author Akash Kaira says you can improve your mood and project a more positive image to customers, coworkers, and others. In a power posture, you expand the…Continue reading

 

Practical Tips to Banish Negativity

February 7, 2019
February 7, 2019 — There’s a lot of negativity in the world, from the nightly news to entertainment programs that trade on sarcasm and cynicism. There can also be negativity in the workplace — especially the customer service workplace. Noted author and trainer JoAnna Brandi has focused on the importance of maintaining a positive attitude…Continue reading

 

Service Recovery

January 24, 2019
January 24, 2019 — Getting the apology right can make the difference in service recovery. In the January issue of Customer Communicator, the newsletter for frontline customer service reps, experts weigh in with recommendations for successful service recovery. Their techniques include a well-worded apology. But not all apologies are created equal. Recent research finds that the…Continue reading