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. Free sign up is required.


Gratitude in the Workplace

January 27, 2015 — Expressing gratitude can lift other people’s spirits as well as your own, but studies show that people are less likely to express their gratitude at work. In the January issue of The Customer Communicator newsletter, JoAnna Brandi, a customer service trainer and coach, says it’s time to change that. She encourages customer service…To read more — login/sign up

Meeting Customers’ Unspoken Needs

January 13, 2015 — In the January issue of The Customer Communicator newsletter, Editor Bill Keenan speaks with industry expert Trevor Spunt about the importance of listening for customers spoken and unspoken needs. Spunt describes a three-part process that involves recognizing when a customer may be holding back information, building rapport so that the customer has the…To read more — login/sign up

Mentoring in the Service Center

December 15, 2014 — This month in The Customer Communicator newsletter, Editor Bill Keenan speaks with Elizabeth Ghaffari, CEO of Technology Place about the benefits customer service reps can realize by partnering with a mentor. Many studies have shown that working with a mentor can be especially useful to new workers. The relationship can reduce feelings of…To read more — login/sign up