June 2018

The benefits of teamwork — Becoming a cohesive, high-performing team that motivates and supports each other helps everyone to perform at a higher level overall and provides a more positive customer experience. Here’s how.

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May 2018

Support your reps’ efforts to obtain customer feedback — John Goodman, vice chairman of Customer Care Measurement & Consulting (CCM&C), and author of Customer Experience 3.0, shares two recent documents to help managers obtain, understand, and use customer feedback. They include:

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April 2018

There’s much that managers can do to alleviate stress in the workplace — Service expert Genella MacIntyre recommends that managers help their teams by monitoring stress levels, providing back up, offering praise, and setting up a quiet room. These resources provide additional insights:

Tips and techniques for setting up a quiet room

Five steps to help managers reduce stress, a leadership article from Genella MacIntyre.

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April 2018

The “Little Tramp” reminds us to smile — Humor can be useful during interactions with customers because it helps to diffuse anger and initiate problem solving. But, be sure to avoid the Four Nots of humor.

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March 2018

Train your reps to handle customers online and via social media — Online service skills are a growing necessity for reps in today’s digital communication age. Managers need to make sure their reps are prepared. Here are some resources:

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January 2018

What resolutions will you and your reps be making for the New Year? — Following are resources with suggestions on important areas for improvement in the New Year:

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