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• Interruption Management for Customer Service TeamsFor as long as I've done cus­tomer ser­vice train­ing, clients have asked for guid­ance on how front­line employ­ees can best man­age their time and tasks. Never has this issue been more urgent (and con­fus­ing), how­ever, than in the last year or so. With nearly uni­ver­sal adop­tion of tech­nol­ogy such as Instant Mes­sag­ing (IM), opt-in alerts, [...]
• Changing your tone changes your messageThere are times when you aren’t able to change what you say, but you can always change how you say it. Your tone, inflec­tion, pitch, rate, and vol­ume have the power to make or break the com­mu­ni­ca­tion. Do your best to be sure that your mes­sage rep­re­sents you as a pro­fes­sional, friendly, and con­fi­dent person.
• Avoid slang and jargonIt is impor­tant that your cus­tomer is able to under­stand what you are say­ing. Avoid slang and jar­gon, and speak clearly and care­fully rather than slur words or drop syllables.