June 6, 2016 — Working in customer service can be stressful and demanding. A team approach provides a structure for sharing and support aimed at making the customer experience more consistent and more positive. While a team approach allows for more autonomy on the part of team members, that doesn’t mean the manager isn’t involved.…Continue reading
May 20, 2016 — It’s often been said that, "Great leaders tell great stories." But it is also important for frontline service staff to tell stories as part of their daily routine. As humans, we learn from stories, "and stories can inspire us to action," says trainer and author, Joseph A. Michelli, in the May…Continue reading
May 5, 2016 — Mercedes-Benz USA is one of the most valued and recognizable brands in the world, yet it too has found that it has to make an effort to ensure that its customer experience lives up to those brand expectations. Joseph A. Michelli, organizational consultant and author, worked with Mercedes-Benz to map out…Continue reading
April 25, 2016 — April is also known as National Humor Month, and humor is a great technique for keeping stress out of the workday. When we laugh, our blood pressure drops and we increase the amount of oxygen in our bodies. It’s also a good way to clear your head and give yourself a…Continue reading
April 12, 2016 — There’s a lot that customer service professionals can do to make a more positive impression on customers — and to keep them coming back again and again. In the April issue of Customer Communicator newsletter, Editor Bill Keenan shares advice from three customer service gurus. Get personal. Chip Bell, author of Sprinkles: Creating Awesome Experiences…Continue reading
March 24, 2016 — We all have a bad habit or two that we’d like to break. But there are also those negative habits that people can fall into over the course of a career in service and never be aware of. "You can’t correct what you don’t see," says Bill Keenan, editor of Customer Communicator newsletter.…Continue reading
March 10, 2016 — Dealing with criticism is a big part of the job in customer service, and reps must often respond to criticism from customers, managers and coworkers This month’s issue of Customer Communicator offers advice from Richard S. Gallagher, author of What to Say to a Porcupine, on how to deal with criticism. The trick, Gallagher…Continue reading
February 25, 2016 — Negativity in the workplace can bring everyone down, but there are some simple steps that everyone on the customer service team can take to rise above it. In the February issue of Customer Communicator newsletter, Editor Bill Keenan spoke to psychologist Paul White about practical ideas for maintaining a positive work environment. Essentially…Continue reading
February 11, 2016 — If you think you get difficult calls in your service center, meet Alicia Ross. Ross is a communications officer handling 911 calls for the city of Durham, NC. The calls that she gets can range from a child picking up a cell phone and calling accidentally to calls about domestic disturbances,…Continue reading
January 28, 2016 — "Smile when you dial" is one of the reminders that Adam Toporek, author of Be Your Customer’s Hero, keeps by his phone to remind himself to smile and to keep his voice positive when speaking to a customer. Others are "Are you smiling?" and "Shoulders back. Smile!" While the reminders are helpful,…Continue reading
