Welcome

The most recent issues of Customer Communicator and SkillSharpener have been posted for you below.

You may read the issues online and share them with your on-site and remote staff.

Please keep in mind that the newsletter is provided for your immediate service team only and may not be distributed to others.

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Customer Communicator, March 2024

March 1, 2024

• Identify personality types for better service
• Four Cs of good communication
• Hello influencing, I’m conscientious
• Service News: A monthly roundup . . . 
• Ask the Experts: How can I manage my time better?
• Good news
• Keep the office germ-free
• Write it like you say it
• Understanding the customer’s journey
• Remember to say “Thank you”

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Customer Communicator, January 2024

January 1, 2024

• Telephone Techniques: A checklist for the New Year
• Sharpen your tools for the New Year
• To encourage feedback, ask open-ended questions
• Service News: A monthly roundup . . . 
• Ask the Experts: Things my mentors taught me
• Good news . . . 
• Use care when asking customers to repeat themselves
• On-hold etiquette
• Celebrate small successes
• Don’t treat customers like numbers
• First names first

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Customer Communicator, December 2023

December 1, 2023

• Dealing with difficult customers
• Tips for working with the hearing impaired
• Be prepared for the difficult caller
• Service News: A monthly roundup ...
• Ask the Experts: Things my customers taught me
• Good news
• Keep a positive attitude
• Watch your language in conflict discussions
• Avoid trigger words
• Show sincere enthusiasm
• Best email tip ever

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Customer Communicator, October 2023

October 1, 2023

• Working with emotional, excitable, temperamental customers
• Plan now for the coming crunch
• More ways to calm a flooding customer
• Service News:  A monthly roundup ...
• Ask the Experts: Is it possible to over-thank a customer?
• Good News
• Preserve your strength and focus
• Paraphrase when necessary
• When things go wrong . . .
• Eliminating cultural missteps

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