WelcomeThe 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.Let's get started ...Continue reading
• Positive words go a long way in customer service
• Play nice at work
• Replace these negative words
• Service News: A monthly roundup ...
• Ask the Experts: What’s the best way to handle an unfriendly customer service policy
• Avoid these “common” service mistakes
• Sharpen your senior skills
• Do customers trust you?
• 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
• Breaking bad news to customers
• Manage your time and energy
• Breaking bad news to your boss
• Service News: A monthly roundup . . .
• Ask the Experts: What is your personal advice for breaking bad news to customers?
• Good news . . .
• Small steps to big goals
• Breathe for clarity
• I’ll have sprinkles
• Welcome complaints
• 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”
• What you say, and when you say it, can impact customer satisfaction
• Time for a chair check up?
• Ask the Experts: How can I sound more confident with customers?
• Service News: A monthly roundup . . .
• Good news
• When leaving your phone number
• Communicating via email with non-native English speakers
• Three rules for better listening
Often reps must ask customers to take action in order to resolve a problem or answer a question — respond by a certain time, complete an essential form, provide a missing document, etc. This month in Customer Communicator, the training and motivation newsletter for frontline reps, authors Val and Jeff Gee say that the best…Continue reading
The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a compliment. It’s…Continue reading
Most companies have some policies that are less than customer friendly. How reps handle them can make all the difference to customers. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to consider the following five points when customers question a policy: 1. Avoid saying, "That isn’t our company…Continue reading
