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.
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.
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:
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.
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:
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.