Help your customer service reps to develop frontline leadership skills by building a team culture — The August issue of The Customer Communicatoroffers 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.
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.
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.
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:
Search for customers’ unspoken needs — Getting at customers’ unspoken needs is not always a matter of asking them directly, says Rick Delisi, co-author of The Effortless Experience. But using this metric can help.