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.
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:
- Read an excerpt from Bell’s new book, Sprinkles: Creating Awesome Experiences Through Innovative Service.
- And here’s an article from our archives in which Bell offers suggestions on how reps can gather useful intelligence from customers.
Create a positive work environment — Author and motivator Jon Gordon believes it’s important for managers to promote a positive attitude at work. These resources will help.
- Print and use these “No Complaining Zone” posters from Gordon’s website.
- Check out this bonus article featuring Jon Gordon from the TCC archives.
How to avoid saying “no” — According to Richard Gallagher, positive experiences are the rule when reps can turn a “no” into a “yes.” Learn more.
- Read an excerpt from Gallagher’s latest book The Customer Service Survival Kit.
- Learn how to set up an effective escalation process.
- Get more advice from Richard Gallagher. Share this bonus article with your staff.
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.
Mentoring is more than a one-on-one relationship — Not quite sure if a formal mentoring program is right for your service team. Consider this advice from Beth Carvin.