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.
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:
- The introduction to Nan S. Russell’s book — Trust, Inc.
- An article from the Customer Service Group archives on how managers can “build a culture of trust” in their organizations.
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:
- An article by Chip R. Bell on how to tame customer complaints on social media.
- A chapter from Jeff Toister’s new book, The Service Culture Handbook. See how Twitter saved the day.
Old-fashioned service skills are still important in today’s high-tech world. — Use these resources to get back to basics.
- A blog post by J.N. Whiddon on communications in the age of technology.
- Handout: An article from the Customer Service Group archives on “building rapport on the phone.”
What are you doing to help your reps improve their written communication skills? — In today’s service world, written communication skills can be just as — or more — important than oral communication skills. Here are resources you can use to help your reps boost those skills.
- Handout: An article from the Customer Service Group archives that looks at business-writing blunders that reps should avoid.
- Advice for managers from Marsha Collier, author of The Ultimate Online Customer Service Guide, on how to manage reps’ online communications with customers.
Make sure your reps are practicing positive vocal skills — A customer service rep’s voice can provide a clear message to customers about how willing they are to help. Here are some resources managers can use to make sure that message is a positive one:
- Handout: Additional advice from Renée Evenson on “choosing the right words for every occasion.”
- An article from the Customer Service Group archives on how to screen new hires for vocal skills.
Make sure reps don’t make things worse when delivering bad news to customers — The wrong words, the wrong attitude, too much information, and too little information can all contribute to making a difficult situation worse. These resources can help.
Will your staff be ready and equipped to deal with 2017’s emerging trends?— 2017 will be full of changes. Here are additional suggestions from this month’s contributors on how to make sure that your staff is prepared.
Managers can help to combat stress in the workplace — Job and workplace stress is a major obstacle to productivity. But you can help keep it under control with these resources.
- An exercise from Genella Macintyre’s book, Five Steps to Reducing Stress. Share it with your staff.
- An article from the Customer Service Group archives. Share it with your staff.
Are your reps providing positively outrageous service? — For more ideas on providing positively outrageous service and building a personal brand, check out the following resources:
- An article describing T. Scott Gross’s personal experience in providing outrageous service.
- An article from the Customer Service Group archives in which Gross advises reps on how to build their personal brands.