Customer Communicator, November 2020
- Don’t shoot the messenger
- The power of gratitude
- Pop Quiz
- Don’t over promise or apologize
- Service News: A monthly roundup
- Ask the Panel: From time to time, a customer insists on speaking to my supervisor. What should I do?
- Negative situations call for positive responses
- The dos and don’t of showing genuine concern
- Heard on Twitter
- SkillSharpener
SkillSharpener, November 2020
Discussion topics and activities for the November 2020 issue of Customer Communicator.
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Customer Communicator, October 2020
- Try reading between the lines for improved customer satisfaction
- When the world turns upside down, frontline reps are there to help
- Pop Quiz
- Practice makes perfect
- Service News: A monthly roundup
- Frontline Spotlight: Millions of pens keep this rep on her toes
- Four steps to turn down the HEAT
- Watch the clock to work smarter
- Use empathy to keep the customer connected
- Heard on Twitter
- SkillSharpener
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SkillSharpener, October 2020
Discussion topics and activities for the October 2020 issue of Customer Communicator.
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Customer Communicator, September 2020
- A communication model for service professionals
- Work like a team
- Pop Quiz
- Practice makes perfect
- Service News: A monthly roundup
- Ask the Panel: What are the most important skills for frontline customer service reps?
- To solve a problem — say it out loud
- Rituals help with end-of-day transitions
- Focus on emotional needs
- Heard on Twitter
- SkillSharpener
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SkillSharpener, September 2020
Discussion topics and activities for the September 2020 issue of Customer Communicator.
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Customer Communicator, August 2020
- The emotional side of service
- Handle customer complaints with care
- Syncing up with customers
- Service News: A monthly roundup ...
- Frontline Spotlight: Blending fun and problem-solving on the service center floor
- Watch out for trigger words
- When to say “Thanks” to customers
- Avoid TMI
- Slow down and warm up
- Heard on Twitter
- SkillSharpener
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SkillSharpener, August 2020
Discussion topics and activities for the August 2020 issue of Customer Communicator.
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Customer Communicator, July 2020
- Frontline reps transition to remote work
- Cell phone courtesy counts
- Is your home office giving you a headache or a backache?
- Ask the Panel: How has your work life changed since the start of the pandemic?
- The terrible, horrible, no good, very bad customer
- Avoid these bad habits when listening
- Heard on Twitter
- SkillSharpener
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SkillSharpener, July 2020
Discussion topics and activities for the July 2020 issue of Customer Communicator.
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Customer Communicator, June 2020
- The power of questions
- Adjusting to the new normal
- Train yourself to ask questions
- Service News: A monthly roundup
- Ask the Panel: How can I build rapport with customers?
- BLUF and other rules for email
- Developing empathy
- Admit it
- Heard on Twitter
- SkillSharpener
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SkillSharpener, June 2020
Discussion topics and activities for the June 2020 issue of Customer Communicator.
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