Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading
Pipeline is a fast-paced game that enhances team cooperation, communication, problem-solving, and planning. Each participant receives a short length of half pipe. The group must move a ball down the pipes from the starting point to the finish line. Success requires communication, creativity, and teamwork. The game can be used over and over again with…Continue reading Continue reading
Researchers have found that after the initial greeting, customer service reps are seen as more helpful when they use concrete or specific language. The March issue of Customer Communicator, the newsletter for frontline reps, includes four customer service tips that are backed by recent research. This includes the benefits of using concrete or specific language. "Including…Continue reading
A positive outlook directly contributes to reduced stress and improved productivity at work and at home. In the May issue of Customer Communicator, the newsletter for frontline reps, the editors share several quick tips to help customer service reps think more positively. Tip 1. Reframe. When negative thoughts crop up, acknowledge them and then reframe them…Continue reading
Customer Service Training in Phone Skills. This essential training package covers all of the basic skills needed to work with customers over the phone. From making a positive first impression, to avoiding common pitfalls of poor phone service, to wrapping up the call with a good closing. Give your team the essential phone skills they…Continue reading Continue reading
Customer Service Training in the Value of Service. Does your frontline staff understand the important role they play in your customers’ and your company’s success? It’s an important message and one which is often overlooked in the busy service environment. But helping reps understand the value of their contributions is one of the most effective…Continue reading Continue reading
This fast-paced and engaging video covers the core skills needed to work with customers over the phone. It shows traditional and non-traditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers —…Continue reading Continue reading
Just peel and stick the colorful glancers to computer monitors or dividers and reps will have a handy reminder of your organization’s commitment to customers. Reps will “glance” at The Customer’s Bill of Rights throughout the day and always keep the customer’s needs in mind.Continue reading Continue reading
Big Book of Customer Service Training Games has been used by thousands of managers, team leaders and supervisors to help their service teams hone their skills and build teamwork all while having fun. These easy-to-use games take just 15 to 30 minutes and include handouts and worksheets, which you may photocopy. You’ll use the training…Continue reading Continue reading
Toss, catch, look under your thumb and answer the question or respond to the prompt. It’s a fun and engaging way to get teams talking about what makes the team work and what can make it work even better. The Team Dynamics Ball prompts include: What’s the best thing about being on a team? What’s…Continue reading Continue reading
