October 2018
Five small things that make a big impression on customers — Reinforce key points in the article with a colorful glancer that reps can post in their work areas.
October 2018
Recognize coworkers — During Customer Service Week, readers may recognize coworkers by sending eCards featuring the Customer Service Week theme, “Excellence Happens Here.”
September 2018
Help your reps to focus on the customer on every call — A lot of companies claim to have a customer focus. But it most often falls to the customer service rep to live up to that claim. Here is some advice from customer service consultant and author, Shep Hyken:
• A blog post on how the employee experience contributes to the customer experience.
• A video presentation on how to use customer service to stand out from the competition.
September 2018
Eliminate ageism — September is Healthy Aging Month, a time to focus on positive aging and serving customers at all stages of life. The following resources will help:
August 2018
Create a positive work environment for your team — A positive environment contributes to better service, happier customers, and customer service reps who are more confident about their service skills. The following resources will help:
• Suggestions from JoAnna Brandi on how to “pivot” toward positivity.
• Advice from Brandi and other experts on making a positive impression on customers. Handout.
• Our Frontline Spotlight Award, a low-cost way to recognize and reward reps for maintaining a positive attitude.
August 2018
Relax in one, two, or three minutes — August 15 is known as Relaxation Day, so this month we bring you three relaxation techniques from Harvard Health Publishing.
Stamp out poor posture — By making minor adjustments OSHA says anyone can find their neutral position for working with a keyboard. Print, cut, and share this helpful graphic.
July 2018
Celebrating the telephone — In July 1875 inventor Alexander Graham Bell made the first telephone call. To celebrate, here are five essential phone skills that all service providers must master.
Reduce eye strain with the 20-20-20 rule — The American Optometric Association recommends the 20-20-20 rule to guard against eye strain. Print, cut, and share this helpful graphic.
July 2018
This month service leaders showed reps how to stand out and make a difference. The following resources will help you recognize those efforts and ensure that your entire team stands out.
• Information on our Frontline Spotlight award, a low-cost way to recognize stand-out reps.
• A blog post by Jeff Toister on the importance of developing a service culture.
• A radio broadcast with Shep Hyken and Gigi Butler on how to stand out from the competition.
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.
June 2018
Help your team improve its listening skills –Leadership consultant Stacey Hanke suggests that managers focus on improving their own listening skills as well. She shares two helpful resources.
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:
- An article on “Taking Your Voice of the Customer Program to the Next Level.”
- A summary of highlights from CCM&C’s 2017 Customer Rage Study.
May 2018
Back to basics with voicemail — It’s always timely to brush up on basic communication skills. Here are tips on using voicemail effectively.