The Service Mentality
Illustrates the 7 parts that make up The Service Mentality.
Call Center Training
Is the Customer Always Right?
Excerpts from our Service Matters: Customer Service Roundtable discussion from various superstar service providers.
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.
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.
10 Great Customer Service Reminders
This blog article serves up ten important reminders to improving customer service skills.
60 Second Service Lesson | Avoid These Killer Words
Telling an upset customer to "Calm Down" will actually have the opposite effect.
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.
Monogramming The Call
Most people like hearing their name. This short video lesson explains how to use, but not overuse, the customer's name.
Features vs Benefits | 60 Second Service Lesson
Do your customer-facing team members understand the differences between features and benefits?
Ownership – Service Recovery
Video lesson explores the importance of taking ownership after any service mishap.
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.
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.
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