Web Extras – Skill Sharpener

The following materials complement your current issue of SkillSharpener.

March 2016

Help your reps to “lean in” to criticism — In this month’s issue of The Customer Communicator newsletter, Richard S. Gallagher, author of The Customer Service Survival Kit, offers reps a strategy for “leaning in” to criticism as a way to gain agreement. The links below offer additional tools:

February 2016

Don’t subject your reps to a toxic work environment — Paul White, coauthor of Rising Above a Toxic Workplace, describes the dangers of a toxic workplace and suggests ways that reps can cope in this month’s issue of The Customer Communicator. The links below offer additional tools for dealing with a toxic workplace.

January 2016

Teach your reps the importance of asking customers the right questions — The January issue of The Customer Communicator provides advice from writer and speaker Shep Hyken on building rapport and solving problems by asking the right questions. The links below offer even more for managers to work with:

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.