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.

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

Focus on First and Last Impressions

August 7, 2014 — This month in Customer Communicator, author and customer service trainer Renée Evenson discusses the importance of making good first and last impressions with customers. While making a good impression is always valuable, these beginnings and endings are especially important. Psychological research, as well as everyday experience, shows that people tend to remember…To read more — login/sign up