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Some team members actually seem to enjoy the sport of confusing customers by using unnecessary company jargon. Be careful not to use your own internal shorthand or jargon on your customers. You and your coworkers may understand it well, but the customer won’t. Jargon can cause a lot of unnecessary confusion. Be clear. Spell things out for your customers Use easy and simple to understand words Try not to abbreviate Share this complimentary training lesson with your staff: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo  

It might sound simplistic or superficial but delivering superior customer service involves smiling. It doesn’t matter if you’re face-to-face or on the phone with a client, a genuine smile is obvious to that customer. Benefits of smiling include an emotional lift for you, a more friendly approach for the customer and a pleasant, upbeat demeanor for your entire interaction. It’s an easy action to take that pays big dividends. We invite you to share this complimentary 60 Second Service Lesson℠ with your team: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more,

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When a customer needs assistance, one of the most counterproductive moves you can make is to hit them with a lame excuse. “Our computers are down!” “But I’m new here.” “You have the wrong department.” “Sorry, but that’s our policy.” E​xcuses are really telling the customer, “I’m not going to help you now.”  Customers deserve solutions, not excuses!​ We invite you to share this complimentary 60 Second Service Lesson℠ with your team: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo

Service recovery is defined as converting a previously dissatisfied customer into a loyal customer. and apologizing sincerely is a subtle step that’s critical to effective service recovery. If a customer senses you’re insincere or just mouthing words you don’t actually mean, you’ll end up doing way more damage than good. We invite you to share this complimentary 60 Second Service Lesson℠ with your team: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo.

No matter if customer service is delivered face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. We’ve all heard the adage, “You can’t control what happens to you in life, but you can control how you react.” This is especially true for anyone in the customer care business. Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior. We invite you

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What is Workplace Bullying? Abusive workplace behavior is a pattern of mistreatment from others in the workplace that causes either physical and/or emotional harm. It can include tactics such as verbal, nonverbal, psychological, physical abuse and humiliation. In 72% of cases, the bully outranks the subordinate victim. Left alone workplace bullying costs organizations millions in lost productivity, turnover and poor morale. We invite you to share this complimentary learning lesson with your staff: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo.

No matter if customer service is delivered face-to-face, online or over the phone, empathy is a critically important service mentality. Empathy is defined as the ability to share or understand in the thoughts and feelings of others. Do your customer-facing team member understand the difference between empathy and apathy?

Ever try to get work done, but a coworker keeps talking to you? It’s tempting to be rude back, but that’ll damage workplace friendships. So, how can you get all your work done without being rude to your coworker? Knowing how to address this situation is key to maintaining positive relationships without neglecting the obligations of your job.

Why is it that some people only choose to use their personality with friends or family? Coming across as bored and unmotivated is a major customer service faux pas. It’s also an easy problem to solve.

We invite you to share this complimentary learning lesson with your staff

Anyone working in the people business will tell you that occasional upset, angry, irate customers simply come with the territory. This best-selling training module teaches a highly effective four-part plan for calming irate customers and maximizing your chances of retaining their business.

You’re invited to share this complimentary training lesson with your staff.