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.
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• 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.
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• Try ‘fogging’ to de-escalate calls
• Reclaim your commute
• Please don’t tell me what to do
• Service News: A monthly roundup . . .
• Take it professionally, not personally
• A problem, large or small, is still a problem
• Do’s and don’ts when customers vent
• What happens to an angry customer
Discussion topics and activities for the February 2026 issue of Customer Communicator.
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• The value of emphasis
• New year: New goals
• An email is not a text
• Service News: A monthly roundup . . .
• The value of good posture
• Give customers a verbal receipt
• It’s customer logic
• Do’s and don’ts of hold
Discussion topics and activities for the January 2026 issue of Customer Communicator.
Welcome new staff.
You have full access to the Appreciation eCards. You’ll find them in "My Account."
• Treat every customer like a star
• Winter wellness
• The two most dreaded words
• Service News: A monthly roundup . . .
• How to stay energized at work
• The ultimate report card
• Listening attentively to respond appropriately
• Are you a sender or a receiver?
Discussion topics and activities for the December 2025 issue of Customer Communicator.
