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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• To become a great communicator, break down these common barriers
• Focus takes practice
• Service News: A monthly roundup . . .
• Ask the Experts: What do you say when a customer wants you to do something the wrong way?
• Good news . . .
• Try the Five Question technique
• Don’t trigger customers
• Avoid the awkwardly long hug
Discussion topics and activities for the October 2024 issue of Customer Communicator.
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• 8 Essential Skills for Customer Service
• Learning from elite athletes
• Pop Quiz
• Service News: A monthly roundup . . .
• Ask the Experts: What to do when a customer sends you into a tailspin?
• Good news
• Pause more often
• Avoid sounding like a robot
• Don’t get too personal
• Encourage customers to ask questions
Discussion topics and activities for the September 2024 issue of Customer Communicator.
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• 5 Ways to improve First Call Resolution
• Site-saving strategies
• I beg your pardon?
• Service News: A monthly roundup . . .
• Ask the Experts: Are you using these banned words?
• Good news . . .
• Clearing out the physical clutter
• Keep your questions focused
• Three key listening goals
• Never let them make you angry
Discussion topics and activities for the August 2024 issue of Customer Communicator.
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• Do your customers think you are trustworthy?
• Mind your mobile manners
• More trust-building techniques
• Service News: A monthly roundup . . .
• Ask the Experts: What’s the best way to give bad news?
• Good news
• The law of attraction: positive thoughts
• Use your “amiable voice”
• Use FUD to calm angry customers
Discussion topics and activities for the July 2024 issue of Customer Communicator.
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• What you say, and when you say it, can impact customer satisfaction
• Time for a chair check up?
• Ask the Experts: How can I sound more confident with customers?
• Service News: A monthly roundup . . .
• Good news
• When leaving your phone number
• Communicating via email with non-native English speakers
• Three rules for better listening
Discussion topics and activities for the June 2024 issue of Customer Communicator.To read more — login/sign up
• Old school service still has a place in the 21st century
• Civility and good manners never go out of fashion
• Share your service stories
• Service News: A monthly roundup . . .
• Ask the Experts: What are your workplace triggers?
• Good news . . .
• Help customers without correcting them
• Impress customers with a service-update
• Take notes to be a better listener
Discussion topics and activities for the May 2024 issue of Customer Communicator.
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