Communicate with coworkers — How well do you communicate with your coworkers? Take this quiz to see what communication skills you might need to work on.
Create a culture of appreciation — A culture of appreciation can boost positive relationships between coworkers and increase engagement and productivity, says Dr. Paul White in this month’s issue of Customer Communicator. Here are additional resources:
- A blog post in which Dr. White discusses how employees want to be SHOWN APPRECIATION.
- An article from the Customer Service Group archives in which Dr. White offers advice on how to cope with a “toxic work environment.”
Relieve stress and unleash creativity — August 2 is National Coloring Book Day. Try this creative way to relax and unwind with downloadable coloring pages from Dover, a leading coloring book publisher. (Registration is required.)
Are your reps prepared to respond to complaints about coworkers? — Customer complaints about coworkers happen more often than one might think, and it pays to build a service culture that knows how to deal with those issues. This month’s issue of Customer Communicator and these resources will help.
- A blog post by Kate Nasser on how to build a unified service culture in your organization.
- Kate Nasser’s #PeopleSkills Twitter Chat.
Tell your service stories — Stories not only engage customers, they can also help build a more customer-centric culture as this month’s “Web Extra” demonstrates.
Support your reps’ trust-building efforts. — When there’s a high-level of trust in the service center, people communicate well, work well together, and strive to meet common goals. Without trust, guarded communication, speculation, and disengagement can get in the way of productivity and serving customers. These resources can help:
Keep things light and creative — Reps everywhere are stressed out. Author Michael Kerr shows how humor can help.
Make sure your reps can handle service issues via social media. — More and more customer service departments are being called upon to handle customer issues that arise on social media. These resources can help:
Become an effective coach — May 1 is celebrated as “Executive Coaching Day,” but the benefits of coaching — and being coached — should be celebrated from the front lines to the executive suite. Customer service reps, in particular, should look for others who might coach or mentor them and for those who might benefit from their own coaching. Get started coaching with these five tips on how to mentor new or inexperienced coworkers.
Keep workplace conflict in check — Conflicts with managers or coworkers can be more disruptive than conflicts with customers. April is Workplace Conflict Awareness Month and a good time to brush up on conflict resolution skills.
What are you doing to help your reps improve their written communication skills? — In today’s service world, written communication skills can be just as — or more — important than oral communication skills. Here are resources you can use to help your reps boost those skills.
- Handout: An article from the Customer Service Group archives that looks at business-writing blunders that reps should avoid.
- Advice for managers from Marsha Collier, author of The Ultimate Online Customer Service Guide, on how to manage reps’ online communications with customers.