Web Extras – Skill Sharpener

The following materials compliment your current issue of SkillSharpener.

March 2018

Train your reps to handle customers online and via social media — Online service skills are a growing necessity for reps in today’s digital communication age. Managers need to make sure their reps are prepared. Here are some resources:

February 2018

Help your reps understand and appreciate generational differences — This month author Meagan Johnson discussed generational differences in the workplace. Below she shares additional resources.

  • The video below of Generations, Inc. co-authors Meagan, and her father, Larry Johnson speaking about generational traits.
  • A blog post by Meagan Johnson which discusses generational issues in the workplace.

January 2018

What resolutions will you and your reps be making for the New Year? — Following are resources with suggestions on important areas for improvement in the New Year:

September 2017

Create a culture of appreciation — A culture of appreciation can boost positive relationships between coworkers and increase engagement and productivity, says Dr. Paul White in this month’s issue of Customer Communicator. Here are additional resources:


August 2017

Are your reps prepared to respond to complaints about coworkers? — Customer complaints about coworkers happen more often than one might think, and it pays to build a service culture that knows how to deal with those issues. This month’s issue of Customer Communicator and these resources will help.


July 2017

Support your reps’ trust-building efforts. — When there’s a high-level of trust in the service center, people communicate well, work well together, and strive to meet common goals. Without trust, guarded communication, speculation, and disengagement can get in the way of productivity and serving customers. These resources can help:

June 2017

Make sure your reps can handle service issues via social media. — More and more customer service departments are being called upon to handle customer issues that arise on social media. These resources can help: