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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• Breaking bad news to customers
• Manage your time and energy
• Breaking bad news to your boss
• Service News: A monthly roundup . . .
• Ask the Experts: What is your personal advice for breaking bad news to customers?
• Good news . . .
• Small steps to big goals
• Breathe for clarity
• I’ll have sprinkles
• Welcome complaints
Discussion topics and activities for the February 2024 issue of Customer Communicator.
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• Telephone Techniques: A checklist for the New Year
• Sharpen your tools for the New Year
• To encourage feedback, ask open-ended questions
• Service News: A monthly roundup . . .
• Ask the Experts: Things my mentors taught me
• Good news . . .
• Use care when asking customers to repeat themselves
• On-hold etiquette
• Celebrate small successes
• Don’t treat customers like numbers
• First names first
Discussion topics and activities for the January 2024 issue of Customer Communicator.
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• Dealing with difficult customers
• Tips for working with the hearing impaired
• Be prepared for the difficult caller
• Service News: A monthly roundup ...
• Ask the Experts: Things my customers taught me
• Good news
• Keep a positive attitude
• Watch your language in conflict discussions
• Avoid trigger words
• Show sincere enthusiasm
• Best email tip ever
Discussion topics and activities for the December 2023 issue of Customer Communicator.
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• Four traits of great frontline reps
• Support your coworkers
• 5 Ways to show respect
• Service News: A monthly roundup ...
• Ask the Experts: The customer is wrong!
• Good news
• Try these phrases of appreciation
• Keep political talk low key
• Transfer calls with authority
• Dealing with the abusive caller
Discussion topics and activities for the November 2023 issue of Customer Communicator.
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• Working with emotional, excitable, temperamental customers
• Plan now for the coming crunch
• More ways to calm a flooding customer
• Service News: A monthly roundup ...
• Ask the Experts: Is it possible to over-thank a customer?
• Good News
• Preserve your strength and focus
• Paraphrase when necessary
• When things go wrong . . .
• Eliminating cultural missteps
Discussion topics and activities for the October 2023 issue of Customer Communicator.
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Discussion topics and activities for the September 2023 issue of Customer Communicator.
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