In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers and coworkers. The reason, they say, is based on neuroscience. Experiments show that painful or negative words release stress and anxiety-inducing hormones. On the other hand, using positive language can help…
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Ever wonder why customers sometimes seem to lose control? They snap at imagined slights. They argue, but they don’t make sense. They don’t seem to listen. And they can’t follow simple directions. The problem, says Andra Medea, a conflict resolution specialist, is that these customers are victims of adrenaline flooding — a rush of adrenaline…
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Some reps are just naturals. Even without training, they seem to know how to work well with customers — How to humanize conversations, build rapport, and leave customers feeling valued and cared for. These people share four important traits says Don R. Crawley, author of The Compassionate Geek. Fortunately, they are traits which can be learned.…
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During the first few moments of each call, reps must demonstrate that they are knowledgeable, competent, and confident. But that can be difficult to do in just a few moments. Voice trainer Jay Miller. recommends the following techniques: Use a big voice. If you speak too softly, the perception can be that you lack confidence.…
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You may not be able to give customers everything they want, but meeting their "human expectations" will help you keep customers happy, satisfied, and loyal. "Customer expectations shift constantly, and they shift easily," says Naomi Karten, author of Managing Customer Expectations. "And just because you know what they are today, doesn’t mean you necessarily know…
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Continue readingNewsletter Article Indexes To see the breadth and depth of coverage in each of our newsletters, you may view the complete article listings for the past 12 months. Full issues may be requested by current subscribers or purchased for $15 per issue. Downtown Idea Exchange. Provides detailed case studies, practical news reports, how-to information, and…
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One of the most challenging and stressful situations that customer service reps encounter is dealing with a difficult or irate customer. Service trainer Barbara Burke created a four step process for handling these emotionally charged situations. She called it SODA: S - Stop what you are doing.O - Observe what is going on.D - Decide…
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When bad news is delivered the wrong way it can lead customers to a sense of hopelessness, frustration, and anger. But when it is delivered the right way, it can lead them to feel in control and empowered to participate in finding a solution. The February issue of Customer Communicator, the training and motivation newsletter for…
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Are you working with a dominant customer or a steady customer? Knowing your customer can make a difference in how you present yourself. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, trainer Lillian Bjorseth explains the four basic personality types and how to work with each. Fortunately, she says,…
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A customer with an angry or condescending tone can turn the most experienced and professional customer service rep into a mass of negative emotions. In the April edition of Customer Communicator, the training and motivation newsletter for frontline reps, consultant Natalie Wolfson shares four techniques reps can use to keep their cool with customers. Recognizing your…
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