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By Sharon F. Benigson, Customer Service Group
The May issue of "Customer Service Newsletter" includes an exclusive interview with Lori Schmidt of Pitney Bowes. She provides a wealth of information on the company's speech analytics program including its "Tell Me Why" functionality.

By Sharon F. Benigson, Customer Service Group
In the April issue of "Customer Service Newsletter," John Tschohl says that "empowering customer service employees to act as customer advocates, especially when things go wrong, can help build relationships with customers and save a company money."

By Sharon F. Benigson, Customer Service Group
OnStar's 2,000 service advisors in four call centers in North America have to be ready to respond quickly to everything from navigation requests to evacuation situations to medical emergencies. Outsourced call centers make it all possible.

By Laura Sayed
The Energy Professionals Association’s (TEPA) President Paul Ward will present the latest energy trends affecting the Texas market during DNV KEMA’s 23rd Annual Forum on Retail Energy

By Sharon F. Benigson, Customer Service Group
In order to excel at what is most important to customers, let the unimportant go says an article in the March issue of "Customer Service Newsletter."

By Sharon F. Benigson, Customer Service Group
Hiring expert advises customer service managers to "scare" applicants for frontline service positions.

By Sharon F. Benigson, Customer Service Group
Customer service managers are advised to make rewards align with the difficulty of accomplishing the task.

By Sharon F. Benigson, Customer Service Group
After some corporate brainstorming, Philadelphia Insurance Companies decided to focus on creating a high-level customer feedback mechanism as a way to differentiate itself and to build stronger relationships with its most valuable customers.

By Sharon F. Benigson, Customer Service Group
Customer Effort, Positive Discipline and Service Awareness are just some of the buzzwords that customer service managers are likely to hear about in 2012.

By Sharon F. Benigson, Customer Service Group
What challenges and trends are customer service managers likely to be facing in 2012? One obvious challenge is the sputtering, stop-and-go economy, where no one quite knows if things are starting to improve or what?

By Sharon F. Benigson, Customer Service Group
An article in the December issue of "Customer Service Newsletter" encourages managers to adapt their management style to the situation.

By Sharon F. Benigson, Customer Service Group
Separate from the break room, quiet rooms are meant to be a place that customer service reps can use for a short time during the work day when they need a few moments of quiet to de-stress.

By Sharon F. Benigson, Customer Service Group
Health Advocate Inc.'s agents are flexible and creative, system savvy and self confident. But finding them is easier said than done.

By Sharon F. Benigson, Customer Service Group
An article in the November issue of "Customer Service Newsletter" points out three important ways that exit interviews can help customer service and call center management.

By Sharon F. Benigson, Customer Service Group
Healthcare providers from across the globe are celebrating Customer Service Week this week.

By Sharon F. Benigson, Customer Service Group
Government agencies from New York City to Hertfordshire, England, are celebrating Customer Service Week this week.

By Sharon F. Benigson, Customer Service Group
A recent study suggests that growth in the use and power of social media will spark career opportunities for customer service professionals.

By Sharon F. Benigson, Customer Service Group
Organizations around the globe celebrate Customer Service Week during the first full week in October. View a dozen of the best Customer Service Week celebration videos.

By Sharon F. Benigson, Customer Service Group
Broadband services provider uses "cycles of service" to identify customer moments of truth and shave minutes off average handle time. The result: more satisfied customers.

By Sharon F. Benigson, CSWeek.com
Organizations around the globe will be Celebrating Customer Service Week in October. A new online guided tour shows how to get the most value from the CSWeek.com website.

By Sharon F. Benigson, Customer Service Group
Many employees start their careers in customer support. There are entry-level positions available, and it's a great opportunity to work with customers, become proficient with the company's product line and learn how departments interact.

By Sharon F. Benigson, Customer Service Group
You don't have to deliver extraordinary service. You simply have to be consistent in delivering better than average service.

By Sharon F. Benigson, Customer Service Group
Two full-time employees manage Constant Contact's social media support and add value for customers.

By Sharon F. Benigson, Customer Service Group
It's not enough to train frontline staff. Managers must ensure that the training sticks. The May issue of "Customer Service Newsletter" shows readers how.

By Sharon F. Benigson, Customer Service Group
"Customer Service Newsletter" recently asked readers about their rep engagement efforts. The May issue presents their responses and expert advice on making rep engagement part of your toolkit.

By Sharon F. Benigson, Customer Service Group
The April issue of "Customer Service Newsletter" reports on three important aspects of monitoring and managing customer experiences online: tracking customer comments, creating employee guidelines, and keeping negative comments offline.

By Bordeaux PR
Braden Robert James Kennedy recently passed away due to pneumonia complications at tender age of 23

By Sharon F. Benigson, Customer Service Group
Seven simple steps will help customer service and support managers build credibility and trust with their frontline staff. An article in Customer Service Newsletter explains how.

By Sharon F. Benigson
Industry experts suggest that customer service organizations can reduce calls and related expenses by 30 percent by implementing proactive service measures. An article in "Customer Service Newsletter" explains how.

By Sharon F. Benigson, Customer Service Group
As the world becomes more "social," customer service, call center and help desk management look to Facebook, Linkedin and Twitter for new recruits.

By Sharon F. Benigson, Customer Service Group
Once again "Customer Service Newsletter" has selected the best customer service books of the year. And provides excerpts at the publication website.

By Sharon F. Benigson, Customer Service Group
In the customer service department, one person's negativity can impact the entire service team and spill over into interactions with customers. Managers must be vigilant about keeping the workplace atmosphere positive.

By Brian Walters, MS and Aaron Dunn, MS
Perfect Personal Training, America's most scientific in-home exercise group of personal trainers and exercise physiologists, offer advice on vitamin C intake.

By Sharon F. Benigson, Customer Service Group
The "Customer Service Newsletter's" panel of experts offer advice on how to get the most from performance appraisals. The key: Keep it positive, even when it's negative.

By Sharon F. Benigson, Customer Service Group
A half-dozen industry experts discuss what the New Year holds for customer service and support managers in this timely article from the "Customer Service Newsletter."

By Sharon F. Benigson, Customer Service Group
When complaints arise in the customer service department, managers must focus attention on what's important to the customer and to the business.

By Sharon F. Benigson, Customer Service Group
Adding a rep-to-rep component to a recognition and reward program can help you reach more people.

By Sharon F. Benigson, Customer Service Group
New research shows that whether it's positive or negative some feedback is better than none.

By Sam Dovey
Kettlebelltrainer.co.uk is proud to announce, our Allround Strength & Conditioning course Level 1, is now REPS accredited and British Weightlifting accredited. All of our courses will now be delivered under our new education brand KBTEducation.co.uk

By Sharon F. Benigson, Customer Service Group
Customers have a tremendous ability via social media to publicize service issues and problems. This tough challenge for service management also provides an opportunity to spread positive news.

By Sharon F. Benigson, Customer Service Group
There are very few customer service professionals who heard Steven Slater's story and couldn't identify with the frustration involved in dealing with impolite or rude customers. But what did customer service professionals think?

By Sharon F. Benigson, Customer Service Group
There's a growing interest in the use of recognition, rewards, and non-cash incentives that don't necessarily cost a lot, but can drive improvements in the performance of frontline customer service reps.

By Sharon F. Benigson, Customer Service Group
The value of customer service is confirmed by an industry survey, which shows that 61 percent of Americans will spend an average of nine percent more when a company provides excellent customer service.

By Sharon F. Benigson, Customer Service Group
Are you a Speedy Gonzales, Gumby or Martha Stewart? That was the question that reps at Cox Health were pondering during Customer Service Week.

By Sharon F. Benigson, Customer Service Group
Training, coaching, and recognition programs all contribute to turning unhappy customers into company advocates and keeping staff motivated.

By Sharon F. Benigson, Customer Service Group
International Customer Service Professionals joins with sponsors world-wide in supporting Customer Service Week.

By Sharon F. Benigson, Customer Service Group
Spirited competitions mark Customer Service Week celebrations around the globe.

By Sharon F. Benigson, Customer Service Group
The International Customer Service Association joins the growing list of organizations supporting Customer Service Week.

By Sharon F. Benigson, Customer Service Group
In any language good customer service is good for business.

By Sharon F. Benigson, Customer Service Group
New survey data from Customer Service Newsletter shows the preferred motivational methods. Celebrations are up, travel awards are down.



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