The most recent issues of Customer Communicator and SkillSharpener have been posted for you below.
You may read the issues online and share them with your on-site and remote staff.
Please keep in mind that the newsletter is provided for your immediate service team only and may not be distributed to others.
Let's get started ...
Discussion topics and activities for the July 2026 issue of Customer Communicator.
Discussion topics and activities for the July 2026 issue of Customer Communicator.
• Open-ended versus closed-ended questions
• Summer wellness
• Improve clarity for improved service
• Pop quiz
• Ask the experts: How to recover from errors and slip-ups
• Try a calming breath
• "Take one for the team" and other metaphors
• The service recovery paradox
Discussion topics and activities for the June 2026 issue of Customer Communicator.
Discussion topics and activities for the May 2026 issue of Customer Communicator.
• Does mirroring really work?
• Mirroring works in writing too
• Prepare your voice
• Three lessons for making a great first impression
• Service News: A monthly roundup . . .
• Customers don’t respect our time
• Use email as a phone courtesy tool
• ‘Play customer’ to build empathy
• Consider your Uncle Bob
Discussion topics and activities for the April 2026 issue of Customer Communicator.
• 6 Things customers love to hear
• Spring wellness
• What customers’ hear vs. what you say
• Service News: A monthly roundup . . .
• When customers want to go over your head
• Keep your language simple
• Use a calming breath to focus
• Smile
• Stop the talkative customer in their tracks
Discussion topics and activities for the March 2026 issue of Customer Communicator.
To read more — login/sign up