Customer Service Training Blog
When Customers Explode: De-escalation Strategies Every Small Business Employee Needs
The scene is all too familiar: A customer walks in (or calls, or emails) already at a boiling point. Their tone is sharp, their language is colorful, and within seconds, they're directing all their frustration at your employee—who, minutes ago, was just trying to do...
Beyond the Front Desk: Why Every Role in Your Small Business Needs Customer Service Training
When you think about customer service training in your small business, who comes to mind? Your front desk staff? Your sales team? The people who directly handle customer inquiries? If that's where your training stops, you're missing a massive opportunity—and...
From 2-Star to 5-Star Reviews: A Practical Guide to Transforming Your Online Reputation
Your online reviews tell a story about your business—whether you like that story or not. For many small to medium-sized businesses, that story goes something like this: a handful of glowing five-star reviews from your best customers, mixed with frustrating one- and...
Stop the Callback Cycle: How First-Call Resolution Transforms Your Small Business Customer Experience
Nothing frustrates customers more than feeling stuck in an endless loop of callbacks, transfers, and partial solutions. They call your business with a billing question and get bounced between three different people. Someone promises to "look into it" and call back—but...
7 Simple Customer Retention Strategies That Actually Work
Customer retention doesn't have to be complicated or expensive. In fact, the most effective strategies are often the simplest ones—they just require consistency and genuine care for your customers' success. Here's why this matters: acquiring a new customer can cost up...
The Cost of Losing Just One Customer: Why Retention Beats Acquisition
When a customer stops doing business with you, it's easy to think about it as losing just one sale. But that perspective can really underestimate the true impact of customer churn on your business. The real cost of losing a customer extends far beyond that single...
What to expect when you choose training from ServiceSkills
Exceptional customer service is the cornerstone of success. It's no secret that happy customers lead to increased loyalty, higher retention rates, and, ultimately, improved revenue. However, achieving outstanding customer service doesn't happen by chance; it's the...
What to Expect from ServiceSkills
What to expect when you choose training from ServiceSkills So, you’ve made the decision to invest in your employees and engage with a customer service skills training provider. You’re aware that this is an important choice, because, as you’ve probably noticed in your...
Maximizing Your Customer Service Training Investment: 4 Expert Tips
Four tips to get the most out of your customer service training investment Investing in customer service skills training can look many ways depending on a variety of factors; these might include the size of your organization and the number of employees who need...
Respectful Workplace Training
Unlock the potential of your organization with our acclaimed Respectful Workplace Training Series: The 8 Keys to a More Respectful Workplace. Discover how fostering a culture of respect within your team is pivotal for overall employee satisfaction and organizational...
Mastering the Hybrid Workforce: Keys to Effective Remote Team Management
Traditional office spaces have given way to flexible and remote working arrangements. This shift has ushered in a new era of opportunity and challenge, with businesses seeking innovative ways to manage their remote and hybrid teams effectively. Enter the "Managing...
Empathy Training for Employees
When a customer feels heard and understood, it goes beyond a mere transaction — it builds a relationship. Empathy in B2C interactions involves active listening, acknowledging concerns and demonstrating a genuine commitment to solving problems. Companies should...
Email Training for Employees
Business Writing & Email Customer Service Training - Email Matters℠ is designed to ensure your team is equipped to provide top-notch customer service via email. This series of 18 scenario-based courses will teach your team a string of best practices that can...
Boost Team Harmony and Productivity
Team cohesion and efficiency are paramount for achieving success. An organization is only as strong as its weakest link, and often, that weakness can be attributed to annoying coworker behaviors. These behaviors not only reduce the effectiveness of your team but also...
From Good to Great: Choosing the Ideal Customer Service Skills Training Provider
Your employees’ time is valuable, and, quite frankly, many of the training resources available to them will waste their time. So how can you decide which customer service skills training provider or program to use?
Recover from a Service Blunder in 7 Simple Steps
If you've been in a customer service role before, you will know the unfortunate (but not uncommon) experience of encountering a customer who is less than pleased. Or, perhaps you’ve had a situation where you’ve not handled things quite as well as you would have liked....
Why Is Customer Service Training So Important?
Customer service is no longer just a simple interaction between a customer and a business. Rather, it has become a crucial component of a company's success and growth. Excellent customer service is essential for customer satisfaction, retention, and acquisition....
What’s The Difference Between Empathy and Sympathy?
Empathy and sympathy are two terms often used interchangeably, but they have distinct meanings when it comes to customer service. In the context of dealing with customers, empathy and sympathy both play an important role in creating a positive experience. In this...
Boost Workplace Respect Levels
8 Keys To A More Respectful Workplace | Updated Version ServiceSkills - America’s Premier Soft Skill Provider - has released an update to their best selling employee development series, 8 Keys to a More Respectful Workplace. St. Louis, MO: The importance of a...
Four Steps to Calmer Customers
The unfortunate reality of working in a customer-facing position is that sometimes, customers will be unhappy with your product, service or company. In some unfortunate situations, those customers might even be irate. As difficult and unfair as these situations can...
Communication Skills Training for Employees
Business leaders commonly focus on training their employees on hard skills, such as technical knowledge and expertise specific to their industry. However, it is equally important for business leaders to invest in training employees on soft skills, such as...
Four Essential Skills for Phenomenal Phone Calls
Delivering customer service over the phone might feel like second nature considering how often you do it. It might also feel like a minor thing in the scheme of your whole job. However, for that customer you’re speaking to, that single phone call can be the reason...
Three Secrets to Boost Phone Skills
Do these three things to become the company that customers want to call Customers call businesses for any number of reasons – such as asking a question, verifying information or placing an order. While delivering customer service over the phone might seem more casual...
Five Simple Questions for Customers That Will Boost Your Sales
Up-selling, cross selling, suggestive selling – regardless of what you call it, if you’ve ever been a customer somewhere or worked in the customer service or sales industry, you’ll be familiar with this practice. Depending on your experience with this technique, you...
Press Release | Neurodiversity At Work
Neurodiversity At Work eLearning Series ST. LOUIS (PRWEB) ServiceSkills, America’s premier provider of customer service and soft skills training, announces the release of the newest addition to the ServiceSkills Library: Neurodiversity At Work. This new animated...
Helping All Types of Thinkers Reach Their Potential
Neurodiversity at Work In March 2021, a cover letter handwritten by Ryan Lowry went viral on the internet. Lowry, an autistic man from Virginia, wrote the cover letter in an effort to land a job in IT or animation. In it, he explains his strengths, requests mentorship...
How To Ruin A Virtual Meeting
ServiceSkills eLearning Announces New Training Series: HOW TO RUIN A VIRTUAL MEETING ServiceSkills, America’s premier provider of customer service and soft skills training, announces the release of the newest addition to the ServiceSkills Library: How To Ruin A...
Are you a ZOOM ZOMBIE?
Online Meeting Etiquette - by Nancy Friedman, Founder Telephone Doctor Customer Service Training Ok, here we go. I’ve had dozens of complaints on how people act on Zoom calls. And certainly not on purpose, we all know that. However, the need has come to go over the...
Basic Selling Skills: Closing
We invite you to share this complimentary learning lesson with your team: Everyone is in sales. Whether you're selling customer satisfaction, an additional service, a product or even an idea, knowing the proper closing questions to ask will result in a more engaged...
How to Improve Customer Service
Here's What You Need to Know About Boosting Employee Customer Service Skills Research shows that up to 90 percent of Americans use customer service as a factor in deciding whether or not they will do business with a company. It is not hard to see why: as a customer,...