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.

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.

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.

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!