Each time a service rep speaks with a customer, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that reps can use to present themselves and their organizations in the…Continue reading
Each time a customer service professional speaks to a customer, they take on a unique role. For that brief period of time, they are the company to that customer. In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizations…Continue reading
Customer Service Training in Sales. Cross-selling and upselling can be valuable business tools, yet many customer service professionals are reluctant to add these skills to their repertoire because of the “stigma” associated with selling. Now you can help your reps develop the skills they need to incorporate selling into their daily work with Guide to…Continue reading Continue reading
This free e-newsletter brings you tools, tips, and techniques for improving frontline customer service skills, rewarding excellence, and enhancing morale and motivation.These are the techniques you'll use and share with your frontline team. You'll find tips for:Improving communication skills for in-person, phone, email, web, or social service.Enhancing service techniques such as service recovery, building rapport,…Continue reading
Customer Service Training in Working with Difficult, Angry or Upset Customers. It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive, angry or intractable in response.…Continue reading Continue reading
Customer Service Training in Listening Skills. On the phone or in person, listening is the single most important service skill. And while people assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers. Now you can give your team the skills…Continue reading Continue reading
Customer Service Training in Advanced Phone Skills. Handbook of Advanced Phone Skills will show your frontline customer service reps how to take their phone skills to the next level and handle each call in the most positive, efficient, and complete manner possible. Your reps will reinforce their skills and hone new ones with information on:…Continue reading Continue reading
Customer Service Training in Time Management. Good time management is one of the most important skills for service professionals to master. But, the pressing and often conflicting demands of customers, teammates, other departments, and management make it difficult for even the most experienced and well-organized reps to manage all of their day-to-day tasks and deadlines.…Continue reading Continue reading
Customer Service Training in Stress Reduction. Each day your staff interacts with customers, coworkers, and supervisors. Each of these interactions is a potential source of stress. And when that stress mounts it can cause long-term damage to their health and well-being, and have a negative impact on the productivity of your department. Now you can…Continue reading Continue reading
