Articles and Lessons with Practical Customer Service Tips

I Irritates

It's not all about YOU! Stop over using the word "I" in your presentations. Choose wording that involves the customer in the conversation and decision.

Ownership – Service Recovery

Video lesson explores the importance of taking ownership after any service mishap.

Features vs Benefits | 60 Second Service Lesson

Do your customer-facing team members understand the differences between features and benefits?

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.

Proactive Customer Service

A face-to-face example of Paul Passive checking a customer into his hotel. Ouch!

60 Second Service Lesson | Probing Questions

Probing questions are a type of open ended question that follows up to tack down specific information.

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?
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