It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive or angry. But that never helps. In the training guide, Handling Difficult Customers, the authors take readers…Continue reading
Customer service is more and more dependent on technology, but it’s the ability to make personal connections and build relationships that will keep customers for the long term. This month in Customer Communicator, the training and motivation newsletter for frontline reps, J.N. Whiddon, author of The Old School Advantage suggests five ways to inject old school…Continue reading
Each time a customer service rep answers the phone, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizations in…Continue reading
The most common reason for reps to make follow-up calls is to gather missing or incomplete information. This month in Customer Communicator, the training and motivation newsletter for frontline reps, Renée Evenson, author of Award-Winning Customer Service reminds reps to get all of the information they need on the first call. Here’s how: Hear the person out so…Continue reading
On the phone or in person, listening is the single most important service skill. And while everyone assumes they know how to listen, the truth is that listening is a technique, which must be practiced over time. In the training guide, Effective Listening, the authors provide eight techniques for effective "Service Listening." One important technique is…Continue reading
A customer with an angry or condescending tone can turn the most experienced and professional customer service rep into a mass of negative emotions. In the April edition of Customer Communicator, the training and motivation newsletter for frontline reps, consultant Natalie Wolfson shares four techniques reps can use to keep their cool with customers. Recognizing your…Continue reading
