Telephone Skills

The Service Mentality

Illustrates the 7 parts that make up The Service Mentality.

10 Essential Customer Service Skills

Here are ten simple, yet crucial reminders for delivering exceptional customer service on the phone.

Questioning Techniques

Explores the importance of open-ended questions when assisting customers.

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.

60 Second Service Lesson | Probing Questions

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

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.

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.

The Value of Tie-Downs

Tie-downs are short questions that come after your statement, and get the customer in the habit of thinking and saying "Yes!"

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