Web Extras – Skill Sharpener

The following materials complement your current issue of SkillSharpener.


May 2015

Phone skills are still important for service reps — Nancy Friedman of Telephone Doctor Inc. thinks phone skills should remain at the top of reps' basic training needs list. And here are some links to related skills that might help:

April 2015

Promote reps’ loyalty-building efforts — Customer service author and consultant Chip R. Bell wants companies to put more effort into connecting with customers. These links will help:

March 2015

Create a positive work environment — Author and motivator Jon Gordon believes it’s important for managers to promote a positive attitude at work. These resources will help.

February 2015

How to avoid saying “no” — According to Richard Gallagher, positive experiences are the rule when reps can turn a “no” into a “yes.” Learn more.

January 2015

Search for customers’ unspoken needs — Getting at customers’ unspoken needs is not always a matter of asking them directly, says Rick Delisi, co-author of The Effortless Experience. But using tomerservicegroup.com/wp-content/uploads/2018/01/ss0115webextra-2.pdf" target="blank" rel="noopener noreferrer">this metric can help.

December 2014

Mentoring is more than a one-on-one relationship — Not quite sure if a formal mentoring program is right for your service team. Consider this tomerservicegroup.com/wp-content/uploads/2018/01/ss1214webextra.pdf" target="blank" rel="noopener noreferrer">advice from Beth Carvin.