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:
Web Extras – Skill Sharpener
Help your reps understand and appreciate generational differences — This month author Meagan Johnson discussed generational differences in the workplace. Below she shares additional resources.
- A video with Meagan Johnson, and her father, Larry Johnson speaking about generational traits.
- A blog post by Meagan Johnson which discusses generational issues in the workplace.
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:
- An article by Shep Hyken on the personal traits that make for good customer service.
- An article by John Goodman on how managers can empower their employees to make improvements.
- A New Year’s Resolutions poster to print and share with your team.
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.
- More on training to avoid emotional leakage.
- More on training to understand the difference between sympathy and empathy, and why it matters.
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:
- A checklist from Khera on Six phrases star performers never use.
- A management-oriented video featuring Shiv Khera offering advice on how to become a “high-impact leader.”
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:
- A blog post in which Dr. White discusses how employees want to be SHOWN APPRECIATION.
- An article from the Customer Service Group archives in which Dr. White offers advice on how to cope with a “toxic work environment.”
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.
- A blog post by Kate Nasser on how to build a unified service culture in your organization.
- Kate Nasser’s #PeopleSkills Twitter Chat.
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:
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: