Service Starters

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

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Enhance Teamwork in the Service Center

June 6, 2016
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

 

Making A Positive Impression on Customers

April 12, 2016
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

 

Breaking Bad Service Habits

March 24, 2016
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

 

Stamp out Negativity with two Simple Rules

February 25, 2016
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

 

Award Winning Rep Shares Tips

February 11, 2016
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

 

An Easy Way to Improve Voice Quality

January 28, 2016
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