Communication is essential for most human-to-human interactions, and customer service is a key example of these interactions. Effective customer service involves “reading” the other person, gathering information, and responding to those needs. Here are examples of how great communication supports customer service: Suspend judgement. Serving customers requires an open mind, so you are gathering information…
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The pandemic has fundamentally changed many businesses, and the expectations and needs of many customers. How can a business learn from and use these changes to improve customer service? First, it is important to evaluate how customers and their habits have changed over the past several months. How have their goals changed? How do they…
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Recent news stories have described the challenges that many customer service professionals face in today’s environment. These stories capture customer impatience with understaffed businesses, objections to public health guidance and irritation about missing items due to supply chain shortages. Many customer service representatives are taught that the customer is always right. And it’s true, your…
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The best team building activities allow people to have fun, while also creating something that will be useful to the team in the future. In this post, we share some small group activities to share with your customer service teams. First, form small groups of people that provide similar types of customer service: 4-5 people in…
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In this post, we offer an idea for a customer service call center exercise with groups of 10-60 people — you need a large space, chart paper and markers. The goal is to allow people to share their customer service experiences — and fears — in a safe supportive forum. First, tape chart paper on…
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Everyone likes to feel noticed and appreciated — and for staff working on the front lines with customers, a small reward or gift for the work they do can be particularly meaningful. I once worked with an employee-centered customer service manager who has a great set of small symbolic gifts and rewards — each embossed…
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