Service Starters

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

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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


Resolutions Point the Way to Improved Service

January 10, 2019
January 10, 2019 — It’s only January 10th, but many people have already broken their New Year’s Resolutions. So today, we’re sharing some practical resolutions to help your service team focus on making positive change in 2019. These resolutions come to you from Customer Communicator’s team of frontline advisors. Megann says: I am resolving to look…Continue reading


The Year in Customer Service

December 27, 2018
December 27, 2019 — Every other week we post the summary of an article from Customer Communicator. Over the course of the year we’ve covered everything from building rapport with customers, to maintaining a positive attitude, to saying "no" the right way. To wrap up the year, we’re highlighting five of our favorite posts. Timely and…Continue reading


The Art of Managing Customer Expectations

December 13, 2018
December 13, 2018 — Customers have high expectations, they are well informed, and they have low tolerance for poor service. And, from time to time they will expect more than you can deliver. Fortunately, it is possible to manage expectations, deliver what you can, and keep customers happy. In the process, reps may feel the…Continue reading


Breeze Through the Holiday Season

November 29, 2018
November 29, 2018 — For customer service reps, this can be a fast-paced time both professionally and personally. Staying calm and powering through the final stretch of the year will help service teams accomplish more on both fronts. In the November issue of Customer Communicator, the newsletter for frontline reps, Kathy Gruver, author of Conquer Your…Continue reading