Customer Service Training Blog
Monogramming the Call
Most people like hearing their name. This short video lesson explains how to use, but not overuse, the customer’s name.
Business Friendly Customer Service Training Program
Many service professionals face repetitive situations….the same type of call over and over. It’s important to make that interaction feel fresh for your customer.
60 Second Service Lesson | Probing Questions
Probing questions are a type of open ended question that follows up to tack down specific information.
Proactive Customer Service
A face-to-face example of Paul Passive checking a customer into his hotel. Ouch!
60 Second Service Lesson | Avoid These Killer Words
Telling an upset customer to “Calm Down” will actually have the opposite effect.
10 Great Customer Service Reminders
This blog article serves up ten important reminders to improving customer service skills.
Free White Paper
Download our complimentary Customer Service & Communication Skills ROI White Paper.
Soft Question Selling
Blog entry describes the subtle art of using “soft-questions” to up-sell, cross sell and invite customers to do more business.
Email Matters: The Art of Better Service
Explores the proper usage of the various address fields when sending an email. When do you use TO, CC and BCC?
Killer Words of Customer Service
Blog entry explores the Killer Words of Customer Service. Being aware and avoiding these pitfalls will help you provide excellent service to your customers.
Great Customer Service Starts with You
Description and link to Chris Haroun’s article: Why the Best Companies Always Have the Best Customer Service.
How To Write More Effective Business Emails
Blog article that offers tips on composing an effective business email message.
Questioning Techniques
Explores the importance of open-ended questions when assisting customers.
How To Handle Irate Customers
Blog entry addresses proven techniques for handling irate customers.
Handling Team Members Who Waste Time Online
Why do some team member choose to surf the web instead of completing their work?
Resolving Personality Clashes At Work
Blog article presents tips for when two employees aren’t getting along.
Is the Customer Always Right?
Excerpts from our Service Matters: Customer Service Roundtable discussion from various superstar service providers.
What I Learned From My Appearances On Regis And Oprah
Advice from Customer Service Training Guru Nancy Friedman.
Exploring the Rudeness Matrix
Blog entry details the four possible sources for rudeness in both customer service as well as internal service situations.
How To Manage A Conflict Between Co-Workers
Presents a six point plan to address and deal with conflict between co-workers.
How To Be a Terrible Team Member
Most everyone can relate to these popular stereotypes of challenging coworkers!
Stop Telling Customers How Great You Are…..And Start Showing Them!
It’s DEED, not CREED when it comes to truly providing superior customer service to your clients.
10 Essential Customer Service Skills
Here are ten simple, yet crucial reminders for delivering exceptional customer service on the phone.
The Service Mentality
Illustrates the 7 parts that make up The Service Mentality.
Return on Investment of Staff Training
Training and the infinite return on investment by Seth Godin (distributed with permission) Training pays. Sometimes, it's easy to underestimate just how much it pays. Consider an employee who is going to work 2000 hours for you this year. It's not unusual for an...
Conducting Interviews & Appraisals “The Power of You”
A position opens up in your company and you're part of the interview process. This will be a brand new experience for some interviewers and a repeat performance for others. Regardless, hiring the right candidate is an anxiety-inducing process for all parties, with...
“Echo Questions” Help Get to the Heart of the Matter
A triage nurse takes a call from a patient who says, “I’m not feeling well.” A quick assessment is needed to determine the next step for this patient. This person needs help to pinpoint the likely cause of the problem before any determination can be made about how the...
Sorry, that’s our Policy!
Few business phrases can be as disheartening and conversation-stopping as “Sorry, that’s our policy.” Rules, regulations, and policies are there for a reason, and ideally, your team members will provide the best service possible within those guidelines. But the...
Ethics in the Workplace
Ethics in the workplace is a unique topic. Ethical matters normally don't deal with issues that can be assigned a number, a value, or a quantity. In other words it doesn’t exactly fit in the cell of a spreadsheet. "Ethics" is about behavior and conduct. Dealing with...
Five Frustrating Voice Mail Phrases
by Nancy Friedman, the Telephone Doctor Normally, I bet my audiences the cash that’s in their wallet that they have one or more of these phrases on their cell or office phone at that moment. I’ve never had to pay! When was the last time you checked your own voice mail...