The Service Mentality
Illustrates the 7 parts that make up The Service Mentality.
Communications Skills
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.
60 Second Service Lesson | Probing Questions
Probing questions are a type of open ended question that follows up to tack down specific information.
Monogramming The Call
Most people like hearing their name. This short video lesson explains how to use, but not overuse, the customer's name.
Ownership – Service Recovery
Video lesson explores the importance of taking ownership after any service mishap.
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.
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.
Empathy: A Key Service Mentality
Empathy. It's defined as sharing or understanding in the thoughts and feelings of others. Make sure your team members understand the difference between empathy and apathy.
Apologize Sincerely
A key component to service recovery is the art of apologizing sincerely. Customers appreciate the genuine gesture. And they can tell when someone is just mouthing the words.
Avoiding Excuses
One way to make an already frustrated customer get even more angry is to offer up worthless excuses. Customers just want their issues addressed and problems solved, NOT excuses!
How NOT to Handle A Complaint Call
When a customer contacts your organization with a problem or complaint, one of the worst things you can do is to be passive. Watch Paul Passive handle a complaint call.
Generations At Work – Millennials
Diverse generations in today's workplace can cause some challenges as well as many opportunities. This video lesson highlight's both.
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