Articles and Lessons with Practical Customer Service Tips

Take your business to the next level with emotional intelligence skills

Business is about how people communicate. No matter the organization or the industry, people need to communicate with one another. And since human beings are emotional creatures, you need to take emotions into account in your business communication skills. Think about it: if two co-workers get angry at each other and the situation can’t be ...

Easy-to-use online sales training with proven ROI

Good sales people are the cornerstone of any successful business. Subtle changes in how your sales people treat customers—both on the phone and in person—can have a noticeable impact on their close rate. Improving your sales team’s skills through training has a pretty direct link with your bottom line.’s online sales training program is ...

Here’s why a lack of soft skills training is killing your business (and how to fix it)

Soft skills—or the lack of soft skills—will make or break your business. Yes, technical skills are still important. A doctor needs to know how to diagnose and treat diseases. A roofer needs to know how to lay shingles. And automotive professionals need to be able to change your oil. But there are plenty of qualified, ...

How to grow your business 101: The power of communication skills training

Your language influences people. The way your employees write, speak and act has a huge impact on how your business is perceived. Effective communication leads to greater customer retention and employee satisfaction. And, of course, it increases your organization’s bottom line. Bad communication, on the other hand, can cost your company in lost sales, high ...

The Coworker Who’s Too Social

Some coworkers love socializing and chatting with others. While they're normally well-meaning, it can be a challenge to your concentration and productivity.

Don’t be like Marvin Mope

If you've got a great personality, don't hide it. Use your Saturday night personality in customer service situations.

How to Handle the Irate Customer

This popular video lesson explores the ASAP Technique, a proven four point program for handling upset, angry and irate customers.

One Word Answers

Replying to a customer with one word answers can have severe unintended consequences. Watch and learn.

The Value of Tie-Downs

Tie-downs are short questions that come after your statement, and get the customer in the habit of thinking and saying "Yes!"

Forbidden Phrase #2: We Can’t Do That

When you're assisting a customer, never tell them what you can't do. Instead, explain to your customer what you CAN do for them.

Avoid Jumping To Conclusions

Listening is a critical part of serving your customers. And a big hurdle to developing great listening skills is the issue of jumping to conclusions.

Basic Selling Skills – Rejection

Understand that rejection is a natural part of the sales and service process. It's also not personal....the prospect is rejecting an idea, not you.
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