Keep workplace conflict in check — Conflicts with managers or coworkers can be more disruptive than conflicts with customers. April is Workplace Conflict Awareness Month and a good time to brush up on conflict resolution skills.
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Get yourself motivated! — Working in customer service can be stressful and de-motivating. It’s “Employee Spirit Month,” so we have suggestions from our “Ask the Panel” column on how to stay motivated on the job.
Build better relationships — February is “Relationship Wellness Month,” use the occasion to focus on the relationships you have with customers, and the perceptions that customers have of your company. Try using the LIFE acronym.
Use caution when delivering bad news to customers — Click to visit Evan Horowitz’s website, which offers more advice on delivering bad news to customers, including sample scripts for delivering bad news (scroll to the bottom of the page for access to the scripts).
Get organized! — January is Get Organized month. One important aspect of organization is good time management. Click here for tips on managing your time better.
Start setting goals for 2017 — Goal setting is usually reserved for January and those perennial “New Year’s Resolutions,” but starting in December offers an even better opportunity to review both the past year’s results and the next year’s goals. Try these four techniques.
Tips for good vocal health — The most important tool for a phone service rep is the voice, so it’s important to keep that voice strong and healthy throughout the day and throughout the year. Learn more.
Succeed via self-education — September is “Self-University” Month, and this article from the Customer Service Group archives will give you ideas on where to invest your time and effort.
Positive language keeps customer interactions positive — Print and pin up our “word cloud,” with a sampling of positive words and phrases to use with customers.
What will be your legacy? — August is “What Will Be Your Legacy” Month, and that makes it the perfect time to reflect on the impact that your work and your attitude in the workplace have on others. This rep’s story, from the archives of The Customer Communicator, demonstrates the importance of thinking about the legacy that you will leave.
Focus on social wellness — Building positive relationships starts with a good first impression. Here’s how.
Avoid confusion, misunderstanding and frustration with good listening — This mini-poster features four of our favorite quotes about the importance of listening. Hang it as is, or cut apart and rotate the quotes to keep the reminders fresh.