Welcome

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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Customer Communicator, October 2023

October 1, 2023
  By

• 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

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Customer Communicator, July 2023

July 1, 2023
  By
  • Answering tricky customer questions in the moment
  • Tame your inbox 
  • It’s okay to not know the answer 
  • Service News: A monthly roundup ...
  • Ask the Experts: What can I do when I can’t take a break?
  • Good News
  • Don’t compete — Communicate
  • Don’t let cranky customers drag you down
  • Understanding empathy
  • Put a time limit on problem-solving efforts
  • Speak lower and slower
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Customer Communicator, June 2023

June 1, 2023
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• 6 ways to amaze your customers
• Take Four: Beat stress
• Service News: A monthly roundup ...
• Ask the experts: How can I ask customers to wait without angering them?
• Your moment of positivity
• Consequences of working night shifts
• Use ‘feeling’ language to calm customers
• “Take one for the team” and other metaphors
• Hoteling tip: Be kind to officemates
• Email service tip

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