Support your reps’ efforts to obtain customer feedback — John Goodman, vice chairman of Customer Care Measurement & Consulting (CCM&C), and author of Customer Experience 3.0, shares two recent documents to help managers obtain, understand, and use customer feedback. They include:
There’s much that managers can do to alleviate stress in the workplace — Service expert Genella MacIntyre recommends that managers help their teams by monitoring stress levels, providing back up, offering praise, and setting up a quiet room. These resources provide additional insights:
• Tips and techniques for setting up a quiet room
• Five steps to help managers reduce stress, a leadership article from Genella MacIntyre.
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:
A brief excerpt covering online and social media service from Renée Evenson’s Customer Service Training 101, Third Edition.
Help your reps understand and appreciate generational differences — This month author Meagan Johnson discussed generational differences in the workplace. Below she shares additional resources.
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:
Make sure your reps are prepared to deal with angry and irate customers — Here’s more advice from Nancy Friedman on important topics covered in this month’s issue of Customer Communicator.
Adding the human element to customer service — This month author Jeff Toister recommends two resources from his website.
Support your reps’ efforts to become top achievers — For more advice for both reps and managers from You Can Win author Shiv Khera, please check out the following resources:
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:
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.
