Meeting customer expectations — Read an interview with Author Michael Levine who suggests that organizations can often meet customer expectations by fixing small things.
Web Extras – Skill Sharpener
Keep political talk low key — Encourage your team to avoid political talk with Conversation Cards. Available in a variety of formats, Conversation Cards can spark conversation and encourage people to learn more about each other.
Five small things that make a big impression on customers — Reinforce key points in the article with a colorful glancer that reps can post in their work areas.
Help your reps to focus on the customer on every call — A lot of companies claim to have a customer focus. But it most often falls to the customer service rep to live up to that claim. Here is some advice from customer service consultant and author, Shep Hyken:
• A blog post on how the employee experience contributes to the customer experience.
• A video presentation on how to use customer service to stand out from the competition.
Create a positive work environment for your team — A positive environment contributes to better service, happier customers, and customer service reps who are more confident about their service skills. The following resources will help:
• Suggestions from JoAnna Brandi on how to “pivot” toward positivity.
• Advice from Brandi and other experts on making a positive impression on customers. Handout.
• Our Frontline Spotlight Award, a low-cost way to recognize and reward reps for maintaining a positive attitude.
This month service leaders showed reps how to stand out and make a difference. The following resources will help you recognize those efforts and ensure that your entire team stands out.
• Information on our Frontline Spotlight award, a low-cost way to recognize stand-out reps.
• A blog post by Jeff Toister on the importance of developing a service culture.
• A radio broadcast with Shep Hyken and Gigi Butler on how to stand out from the competition.
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:
- An article on “Taking Your Voice of the Customer Program to the Next Level.”
- A summary of highlights from CCM&C’s 2017 Customer Rage Study.
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:
• 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: