Blog
ServiceSkills 1 Minute Explainer Video
60 Seconds about ServiceSkills customer service and communication training online learning.
Don’t Tell Your Customers “NO!”
Avoid telling customers No!. Use alternatives; like “I wish we could…” or “Here’s what we can do….” or “That’s not part of our inventory yet; however, we do offer these alternatives….”
Watch this short training lesson.
Use S.M.A.R.T. Objectives
Achieving individual objectives is critical to overall organizational performance. This video learning lesson describes the importance of deploying S.M.A.R.T objectives.
Diversity At Work
This popular Houndville animated lesson drives home the point that respecting and embracing diversity is a critical component for today’s enlightened workforce.
That Paperwork Will Wait
Meet Bob Backwards. He’s a charter member of the Customer Service Hall of Shame. Bob failed to understand one of the most important Cardinal Rules: People BEFORE busywork. Hint: Don’t be like Bob!
Your Customer Service Strategy
Reprinted with permission, Marketing and Management expert Seth Godin shares his thinking on the topic of customer service as a strategic marketing investment.
Avoid Weak, Wimpy Words
Something as simple as word selection can be the difference between projecting confidence and sounding meek and unsure of yourself. Knowing the difference is key.
Understanding Customer Needs
The key to service and sales is recognizing a gap between where your prospect or customer is currently and where they’d like to be. Once you understand their needs you can then get to work on suggesting solutions your organization offers.
Handling Rejection
If you’re in the business of proposing ideas or solutions to customers, then occasional rejection comes with the territory. They keys are to understand it and not internalize it.
Practice Being Positive
Most people don’t purposefully set out to come across as negative. Sometimes human nature and social chatter cause us to inadvertently put down our organization. This awareness building video clip illustrates and addresses just such issues.
The Five Forbidden Phrases® of Customer Service
Many people working in the service industry seem to rejoice in alerting customers to what they CAN’T do. Huh? The only thing your customer is concerned with is what you CAN do for them.
Take The ‘Annoying Mouth Noises’ Audio Quiz
A humorous but realistic look at common, frustrating and rude noises that customer service reps may be subjecting their callers to.
How to Be Business Friendly
Five important concepts every customer-facing team member should be aware of!
Use Probing Questions To Improve Service
Sometimes, you ask an open-ended question but need a bit more information in order to sort things out. That’s when Probing Questions come into play!
Six Ways to Influence the Interaction
Covers six distinct methods any help desk or customer service agent is able to positively influence a customer interaction.
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.
Email Apocalypse – aka the “Reply-To-All” error
Just because everyone has and uses email, doesn’t mean everyone knows how to use it properly. Most everyone has an accidental “reply to all” horror story to tell.
What To Say When Staff Waste Time Online
Employees have always wasted work time doing personal business. But in the age of Internet browsers, it can be more difficult to tell the difference. This lesson addresses why this problem happens.
How To Handle The Irate Customer
Learn the ASAP Technique. A highly effective 4 point plan to soothe and calm the angry, irate and upset customer.
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.
Don’t Use Company Jargon On Customers
Every organization has their own unique short cuts, codes and abbreviations. It’s a mistake to confuse your callers and customers with internal jargon.
Great Service Starts with A Smile 🙂
Even if you never see your customer, a genuine smile comes through to the other side loud and clear!
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!
Employee Development Courses
High-quality skills training designed to boost employee performance—and your organization’s bottom line One of the biggest struggles for management is this: determining how to effectively train new and existing employees to improve their performance, reduce turnover...
The Customer Retention Courses that Pay for Themselves
Professional-Quality Customer Service Courses Aimed at Helping Your Company Boost Customer Retention — and Your Bottom Line Do you want to know how to boost your company’s profits by as much as 95 percent? Well, you can do just that by improving customer retention by...
How to Manage Poor Performance in the Workplace
Corrective feedback is paramount to managing poor employee performance. Having a discussion with your employee about their poor performance allows you to determine its root cause, develop reasonable expectations for behavior modification and boost their engagement and...
Stop Harassment & Workplace Bullying
Courses to teach your employees how to spot, neutralize and prevent toxic bullying behaviors Workplace bullying is more than a nuisance—it affects employee happiness and productivity, and even drags your organization’s profitability down. And workplace bullying is not...
Conflict Resolution Training Courses
Train your employees to resolve conflicts constructively to see a rise in productivity and profitability Each of your employees loses about 2.1 hours of productivity every week to conflict. Those are hours where they could be doing productive, profitable work for your...
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.
Resiliency: A Key Service Mentality
Handling a variety of customer service issues can be challenging. Learning to be resilient is an important Service Mentality.