Web Extras – Skill Sharpener

The following materials compliment your current issue of SkillSharpener.

December 2015

Create an environment that encourages reps to reach out to others — This month The Customer Communicator offers advice from Tony Fielek, author of The Success Process Handbook, on how reps can build relationships with others in the workplace. The links below suggest how managers can help to create that kind of relationship-building environment.

November 2015

Will your reps be ready to adapt to evolutionary changes in customer service? — The November issue of The Customer Communicator offers advice from John Goodman, author of Customer Experience 3.0 on some of the skills reps will need in the customer service center of the near future. The links below provide some additional insight.

  • An article by Goodman on redirecting your quality assurance program toward what’s really causing customer dissatisfaction.
  • Several customer service educational videos below.

United Airlines in-flight safety instructions

How to register the handset on your Panasonic cordless phone

How to track your Amazon order

October 2015

Keep your reps from falling into bad service habits — The October issue of The Customer Communicator offers advice from Jeff Toister, author of Service Failure, on how reps can avoid falling into bad service habits. The links below offer additional information and advice:

  • The webinar below  with Jeff Toister.
  • A Customer Service Group archive article on setting up a “quiet room”for your customer service agents.

September 2015

Help reps develop the skills they need to provide exceptional service — In the September issue of The Customer Communicator, Flavio Martins, author of Win the Customer, offers advice on how reps can create a more positive customer experience. The links below offer further advice on winning customers.

August 2015

Help your customer service reps to develop frontline leadership skills by building a team culture — The August issue of The Customer Communicator offers Renée Evenson’s perspective on the importance of leadership skills for everyone on the service team. The links below offer additional advice on how to build a culture that nurtures leaders.


July 2015

Give your reps the range they need to become customer service heroes — The July issue of The Customer Communicator offers Adam Toporek’s advice on how reps can be heroes to their customers. The links below provide additional suggestions for achieving and celebrating “hero” status.


June 2015

Dealing with the irate, cranky, or cantankerous customer — In the June issue of The Customer Communicator, author Mark Goulston offers an array of useful tips on handling difficult customers. The links below will connect you with additional advice from Goulston.

May 2015

Phone skills are still important for service reps — Nancy Friedman of Telephone Doctor Inc. thinks phone skills should remain at the top of reps’ basic training needs list. And here are some links to related skills that might help:

  • Read a recent blog post by Friedman on communication basics.
  • Get more advice with this bonus article featuring Friedman’s insights on asking questions of customers.

April 2015

Promote reps’ loyalty-building efforts — Customer service author and consultant Chip R. Bell wants companies to put more effort into connecting with customers. These links will help: