March 2018
Keep a positive attitude! — A positive attitude helps to reduce stress and to build customer relationships. Here are some ways to keep that positive energy going.
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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A brief excerpt covering online and social media service from Renée Evenson’s Customer Service Training 101, Third Edition.
- An article from the Customer Service Group archives with Evenson’s advice on the proper language to use with customers, whether on the phone or online.
February 2018
Help your reps understand and appreciate generational differences — This month author Meagan Johnson discussed generational differences in the workplace. Below she shares additional resources.
- A video with Meagan Johnson, and her father, Larry Johnson speaking about generational traits.
- A blog post by Meagan Johnson which discusses generational issues in the workplace.
February 2018
Set goals for yourself — By setting clearly defined goals, you can measure and take pride in the achievement of those goals, and you’ll see forward progress in your career. Here are goal setting strategies and suggestions from frontline reps.
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:
- An article by Shep Hyken on the personal traits that make for good customer service.
- An article by John Goodman on how managers can empower their employees to make improvements.
- A New Year’s Resolutions poster to print and share with your team.
January 2018
Try your hand at mentoring — Whether mentoring in your organization is a formal or an informal process, it is a great way to build connections on your team and to get new reps up to speed quickly. Here are tips on making the most of the mentoring experience.
December 2017
Make sure your reps are prepared to deal with angry and irate customers — Here’s more advice from Nancy Friedman on important topics covered in this month’s issue of Customer Communicator.
- More on training to avoid emotional leakage.
- More on training to understand the difference between sympathy and empathy, and why it matters.
December 2017
Don’t let the holidays stress you out — Use these time management tips to keep yourself on track during the holidays.
November 2017
Manage your time this holiday season — Take this quick quiz to assess your time-management skills and to see where you might need improvement.
November 2017
Adding the human element to customer service — This month author Jeff Toister recommends two resources from his website.
- A “Thank-You” letter exercise that reps can use to create their own personal service vision. Also included are daily email reminders and tips. (Registration is required.)
- A blog post on how to create a service vision for your team.
October 2017
Use Customer Service Week to build trust — Building trust with customers and coworkers is an important part of customer service. Click here to access our mini-poster on the “Five Rules of Building Trust.”
October 2017
Support your reps’ efforts to become top achievers — For more advice for both reps and managers from You Can Win author Shiv Khera, please check out the following resources:
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- A checklist from Khera on Six phrases star performers never use.
- A management-oriented video featuring Shiv Khera offering advice on how to become a “high-impact leader.”