how can you help be knowledgeable?
Be "In The Know"
Experts across the country are talking about the best ways to provide great customer service. Keep up with the conversation by reading these articles from national publications. You may find some useful new tips for your team. Or, you may be pleased to find that your team is already ahead of the curve!
CSM (customerservicemanager.com)
Excerpt: "Diffuse the client's anger by being apologetic and sympathetic and focus on positive steps that will resolve the situation. Before you know it, your adversaries will become your allies."
CSM (customerservicemanager.com)
Summary: Connect with your customer. Discover what they want. Know what you do. Do it. Follow-up. Thank them.
CSM (customerservicemanager.com)
Summary: From the right attitude to the right way to transfer, see how your telephone skills measure up.
Do you have additional tips or examples of knowledgeable service? Click here to share them!
Employees Speak
Employees talk about who – and what – inspires them to come to work each day. Click here to share stories and kudos!
Thank you, Wendy B. Harris!
Wendy B. Harris from the Georgia Institute of Technology writes:
“I am an Accountant with Georgia Institute of Technology in the School of Chemistry and Biochemistry. I am responsible for some accounting and human resource functions for Tech temps and the hiring of students with the school. Working with faculty, staff and student assistants can be challenging because of the various demands. I am committed to going over and beyond to accommodate, assist and nurture the needs of the employees and students in the manner I would like for my children to be treated. When a faculty, staff or student can leave my office happy with the service I have provided, I am satisfied, and I know my children will reap the benefits.”
Thank you, Marla Hancock!
Lisa Marchant from Moultrie Technical College writes:
“About a year after I began working at Moultrie Tech, a new part-time teacher was hired in our department. She was a retiree from a neighboring public school system. Her name is Marla Hancock. Marla came to us after 30+ years of teaching experience. Marla is full of energy and funny stories from the past and can make anyone laugh. I've often said, ‘Marla, you make work enjoyable. You make me laugh!’ She requires top-notch work from her students while maintaining a way of finding humor in every situation. I can't imagine work without her!”
Thank you, Donna Branan!
Melanie Scott from the Medical College of Georgia writes:
“I am a new employee at the Medical College of Georgia. Starting a new job is hard, especially at 48. I have been fortunate to work with a woman who has been so helpful and friendly. She's also there to share information she thinks will be helpful to me. It's nice to know there are still nice, friendly and courteous people in the world. I am grateful that this one works with me in my office of Family Medicine at the Medical College of Georgia. Her name is Donna Branan. This has also been a good lesson for me to be helpful to the next new person coming in, and to pass on the kindness.”
Thank you, Jacquelyn Bolden!
Angela Lawson from Hancock Central Middle School writes:
“I am an employee at Hancock Central Middle School in Sparta, GA. I would like to thank our Counselor, Mrs. Jacquelyn Bolden, for excelling at customer service. You see, Mrs. Bolden has dedicated over 30 years of service to the field of education. She recently started a program to encourage students to explore the medical field. This program is called the Future Doctors of Hancock County. Mrs. Bolden also counsels students who may be having problems. She manages the distribution of the state-mandated tests such as the CRCT and 8th grade writing tests. Mrs. Bolden views the students and parents as our customers and she strives for excellence in customer service. Thank you, Mrs. Jacquelyn Bolden.”
Knowledgeable Poster
Thank-You Card
