Customer service is more and more dependent on technology, but it’s the ability to make personal connections and build relationships that will keep customers for the long term. This month in Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon, author of The Old School Advantage suggests five ways to inject old school…Continue reading
Telling a customer how a problem will be resolved is important. Telling them a "story" about how a problem will be resolved adds reassurance that the problem will be handled correctly. This month in Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon author of The Old School Advantage recommends story telling. He…Continue reading
To succeed in the ever-changing world of customer service, frontline reps can rely on five basic traits. And while service technology may come and go, these traits will never go out of date says customer service trainer Nancy Friedman. Trait 1: Positive service attitude. People with this trait enjoy helping others, and they will put…Continue reading
This Valentine’s Day show yourself some love by starting a daily self-care routine. These ideas for self-care at work come from the January issue of Customer Communicator, the newsletter for frontline reps. 60-second desk cleanup. Tidying your space periodically will help you stay organized and productive and reduce stress. Eat healthy snacks. Having healthy options…Continue reading
Most people think they are good listeners. But listening effectively is something that very few people do well. It’s not that listening is so difficult, it’s simply that most people have never developed the skills. And even if you know what to do, it’s easy to slip into bad habits. The February issue of Customer Communicator,…Continue reading
Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions. 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, coworkers, and even in their self-talk. An often overlooked source of negative…Continue reading
This timely new training activity book will help remote and local team members interact as if they are in the same room. Whether your team is videoconferencing with coworkers across the world or emailing colleagues sitting 10 feet away, the truth is that technology has permanently altered the way we communicate. And the lack of…Continue reading Continue reading
Each time a customer service rep answers the phone, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizations in…Continue reading
