There will always be conflict in the workplace. But now you can give your staff the skills they need to reduce conflicts and to resolve them when they do crop up. This video discusses the common sources of workplace conflict and presents eight specific techniques for resolution. These … Continue reading
…making the customer your first priority. Active listening — asking questions that address the customer’s concerns. Objective listening — keeping an open mind and avoiding jumping to conclusions. Used individually or in combination, these three listening techniques will help your reps improve the quality of their interactions with customers. … Continue reading
Quick, courteous communication via email can boost productivity and enhance customer relationships, while bad emails can frustrate and antagonize customers, coworkers and others. Now you can help your staff avoid embarrassing errors and make a positive impression with every email they send. In a fast-paced format, the narrator … Continue reading
…effectively, handle stress, and more. Workplace Skills. Techniques to enhance your personal productivity from time management, to positivity practices, to ergonomics. Special Discounts. As a member of the Customer Service Group community, you’ll receive special offers and discounts on newsletters, books, training and support materials. Subscribe FREE right now! … Continue reading
…your customer-facing staff with The Customer’s Bill of Rights Poster and Glancer Set. These attractive materials cover the right to: Courteous treatment The rep’s full time and attention Fast and accurate information Having their expectations met Complaining when expectations are not met Knowledge, resourcefulness, and concern Follow through Benefits of… Continue reading
…unique Proven Strategies section. Here, you’ll learn exactly how these motivational approaches have been put into action in a wide range of companies. You’ll learn how other managers: Hire the right people — after all, you can never motivate the wrong people. Create powerful recognition and incentive programs that… Continue reading
…package includes 10 copies of the Training Booklet plus downloadable Leader’s Guide, Quizzes and Certificates. The Training Booklets may be used on their own for self-study or you may conduct more formal training sessions with the Leader’s Guide, Quizzes, and Certificates. It’s a complete customer service training package. … Continue reading
When you work in customer service, you will occasionally encounter customers who are ill or who have received bad news concerning themselves or others. It’s never easy to know what to say or do in these situations. Oftentimes, more is less. A few simple words can be more powerful than a long, drawn out expression…Continue reading
It’s happened to every customer service rep. A customer you've worked with, and built a nice rapport with, asks a question that feels too personal, or just plain nosy. The best way to deal with this situation, says Maralee McKee, head of The Etiquette School of America, is to make it clear that there are…Continue reading
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customer’s. He says that you can think about energy levels on a scale of…Continue reading
