ServiceSkills.com Frequently Asked Questions

ServiceSkills.com is a web-based customer service training platform which offers your customer contact staff access to twenty-two comprehensive training courses. These proven courses are web-based versions of the best-selling series from Telephone Doctor® Customer Service Training. Each course includes video-based chapters, quizzes, post-quiz feedback, key points sections and certificates of completion. These skills and techniques have helped millions of employees at tens of thousands of organizations worldwide.

This system is a hosted solution, meaning there is no hardware or software to install on your network. This platform is extremely simple to use and intuitive to learn which reduces downtime for orientation training required to get started. Your team members will access these courses over the Internet and can begin using this system right away, no matter where in the world they happen to be.

The low bandwidth (120kbs) video modules keep your IT department happy. An optional basic team member tracking system allows you to monitor your staff's progress and success rate.

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What is Telephone Doctor® Customer Service Training?

Telephone Doctor® Customer Service Training is a full service training company headquartered in St. Louis, Missouri USA. The company has been around since 1983 and in that time has helped over 20,000 organizations improve the way they communicate with customers. The techniques, skills and concepts offered in ServiceSkills.com has already helped millions of customer contact professionals improve the service they offer.

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What's so important about offering great customer service?

Superior service techniques continue to be the single greatest factor in differentiating your organization from your competition. Think of this training as an investment in customer retention insurance. In addition to the obvious reasons, this training will reduce the stress encountered by employees who handle difficult customer contact situations. This investment in customer service training is inexpensive compared to the costs involved with NOT training.

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What are some of the features and benefits of ServiceSkills.com?

Accessing these proven skills and techniques via the web has a number of advantages:

• Your staff will learn at their desk which minimizes down time.
• Travel is eliminated which will save your organization valuable resources.
• Employees can learn when it's convenient for them which reduces hassles and conflicts.
• It's intuitive and simple to operate. Anyone can use it.
• Web-based courses offer the ability to send a consistent, uniform training message to employees in geographically diverse areas!
• It's affordable and will quickly pay for itself in increased revenues and reduced customer turnover!

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Tell me about the content of the twenty-two training courses on this system.

ServiceSkills.com offers the content from Telephone Doctor® Complete DVD Training Library. Please take our tour for detailed descriptions of the content of each course.

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We have a registration code, now what do I do?

If you already have a registration code, you're ready to go. Enter it in the provided field on the right side of the home page. You'll then be asked to register with your unique email address and password.

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Are users able to email the results of their quiz to others to verify they've completed each quiz?

Yes. After completing and grading each ServiceSkills.com quiz, users have the option to email the completed quiz and score to supervisors or managers in their organization. This is especially useful to help verify progress or completion of certain modules.

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What if some users are having trouble getting the video chapters to run?

These video chapters used on this platform are encoded and streamed using Macromedia's FLASH. The individual video files are distributed as .flv files. To be sure you're able to view this media, please view the sample clip on Quick Tour. If you are not able to view the videos, here are three potential issues and solutions:

1. If the video player shows up totally black, your computer may need to download the latest Flash player from Macromedia.com.
2. If the video starts but later stalls or has synching issues, your network may lack the bandwidth (120kbs) necessary to deliver these courses. Either try this later when your network is less congested or test this from another connection point.
3. If you feel your network has enough bandwidth and you're certain your system has a recent version of Macromedia's Flash, the issue may be a firewall setting on your corporate network.

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How can we get a personalized branded site?

Personalized Branded Sites are available for a low, flat annual investment starting with up to 50 users. These unique sites have their own web address (yourcompany.serviceskills.com) and include your corporate logo (up to 450 x 50 pixels) and your personalized color scheme. In addition, these sites can also include a company slogan or training initiative on the home page. Branded sites also include the Basic Team Member Tracking System (a $495 value!) to follow each individual learner's progress.

Screen shot of tracking system

Click here to purchase user-licenses using a credit card.

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Are these twenty-two courses available in SCORM and AICC compliant versions for installation onto our existing LMS (Learning Management System)?

Yes! All web-based Telephone Doctor® courses featured on www.ServiceSkills.com are also available in SCORM or AICC compliant modules for installation onto your existing Learning Management System. Please contact us to discuss making these courses available to your team via your existing eLearning platform.

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Can you show us user feedback from customers already training on this system?

We thought you'd never ask!

• "I was pleasantly surprised at the format. A "talking" person is so much easier to remember and relate to than a written format."

• "The scenarios were very realistic and representative."

• "The system was easy to access, and did not take very long. I actually did it while I was on switchboard duty."

• "I thought it was very good and informative. We should definitely continue these sessions. It made me think of my job and how to treat internal and external customers with a smile. Sometimes we forget this and I think if we continue these sessions on a monthly basis it will refresh our memories on how to be a professional in our jobs."

• "I think this is a wonderful way to train employees instead of sitting in on a class because you can do it at your own convenience without interrupting your work schedule. This is especially good for me because we have a certain number [items] that we need to enter each day plus handling phone calls and whatever else needs immediate attention."

• "Watching the wrong and proper way of handling different situations was a big help."

• "The chapters are informative and short enough to remember and, if you need to stop in the middle you can return to that chapter. The keywords are a really big help and the quiz is good."

• "As far as this sort of thing goes, I think it succeeds admirably. I actually was laughing at a couple of the reenactments."

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