• 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
• 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
• Old school service still has a place in the 21st century
• Civility and good manners never go out of fashion
• Share your service stories
• Service News: A monthly roundup . . .
• Ask the Experts: What are your workplace triggers?
• Good news . . .
• Help customers without correcting them
• Impress customers with a service-update
• Take notes to be a better listener
• Do your customers think you are trustworthy?
• Mind your mobile manners
• More trust-building techniques
• Service News: A monthly roundup . . .
• Ask the Experts: What’s the best way to give bad news?
• Good news
• The law of attraction: positive thoughts
• Use your “amiable voice”
• Use FUD to calm angry customers
• 5 Ways to improve First Call Resolution
• Site-saving strategies
• I beg your pardon?
• Service News: A monthly roundup . . .
• Ask the Experts: Are you using these banned words?
• Good news . . .
• Clearing out the physical clutter
• Keep your questions focused
• Three key listening goals
• Never let them make you angry
• 8 Essential Skills for Customer Service
• Learning from elite athletes
• Pop Quiz
• Service News: A monthly roundup . . .
• Ask the Experts: What to do when a customer sends you into a tailspin?
• Good news
• Pause more often
• Avoid sounding like a robot
• Don’t get too personal
• Encourage customers to ask questions
While most customer interactions take place on the phone, email is catching up fast.Quick, courteous communication via email can boost productivity and enhance customer relationships, while careless and unprofessional email can frustrate and antagonize customers, coworkers, and others.In the training guide, Effective Email Communication, the authors point to a dozen ways to make email more complete,…Continue reading
Quick, courteous communication via email can boost productivity and enhance customer relationships, while careless and unprofessional email can frustrate customers, coworkers, and others. In the training guide, Effective Email Communication, the authors point to a dozen ways to make email more complete, timely, and effective. The first step is to "Read between the lines." "Just as…Continue reading
If you add up all of the things you have to do, and all of the things you want to do, there will never be enough time to get it all done. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, Donald E. Wetmore of the Productivity Institute says that…Continue reading
It can be extremely difficult to remain positive in a negative setting. And when coworkers are complaining or bad-mouthing customers it creates not just a negative setting, but a “toxic environment.” Resolve to keep your environment non-toxic with these tips from the January issue of Customer Communicator, the newsletter for frontline reps: Don’t start toxic…Continue reading
