Service Starters

Twice each month Service Starters brings you techniques for improving service skills and boosting moral, motivation, and productivity. You may read past issues in chronological order and search for key topics.

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Attitude is at the Heart of Service Success

October 20, 2017
October 20, 2017 — Working in customer service can be difficult and stressful, but that doesn’t mean that success is beyond reach. In the October issue of Customer Communicator newsletter, motivational speaker and author Shiv Khera says that success is largely a matter of having the right attitude. And for Khera, that starts with actively seeking out…Continue reading

 

Lead the Service Team with Humor

June 16, 2017
June 16, 2017 — Humor can help lighten the load in the typically stressful customer service environment. Author and humor expert Michael Kerr explains why: "Having a sense of humor," says Kerr, "can help you to physically cope with stress. When we laugh, our blood pressure drops; we increase the amount of oxygen going into…Continue reading

 

Add Storytelling to Your Department’s Tool Chest

May 18, 2017
May 18, 2017 — A powerful service technique, that is often overlooked, is the art of storytelling. In the May issue of Customer Communicator newsletter, J.N. Whiddon, author of The Old School Advantage, encourages frontline reps to practice this important skill. Rather than telling a customer how a problem will be resolved, Widden suggests telling the story of…Continue reading

 

Mastering Old School Basics

May 4, 2017
May 4, 2017 — Customer service is more and more dependent on digital and technical resources, but customer service reps need to understand that — when they do have an opportunity to interact directly with a customer — the old-fashioned rules of rapport and personalization still apply. J.N. Whiddon, author of The Old School Advantage: Timeless…Continue reading

 

Keep Workplace Conflict in Check

April 20, 2017
April 20, 2017 — The impact of conflict in the workplace can be devastating — to the reps involved, to colleagues, and to customers. Conflict is top of mind right now because April is Workplace Conflict Awareness Month. And it’s the perfect time for frontline service reps brush up on their conflict resolution skills. In…Continue reading

 

Working Well with Other Departments

March 23, 2017
March 23, 2017 — Reps often have to rely on other departments for support in serving customers. To get that support, they must build strong connections. In the March issue of Customer Communicator newsletter, a group of frontline reps offer peer advice on how to build the connections to best serve customers. Megann Wither of Navy…Continue reading