The Service Mentality Apart from the actual skills and techniques, why is it that some people seem like ‘naturals’ when it comes to providing great service? This program identifies and highlights the basic characteristics and traits of people who demonstrate excellent customer service. Order the Complete 12 DVD Telephone Doctor Customer Service Skills Library for $3,490.
Listening Skills Listening is a critical component when determining the needs of your customer. Doesn’t everyone listen? Hearing is a physical process but listening requires mental involvement. This course introduces six steps to help team member become better listeners. Order the Complete 12 DVD Telephone Doctor Customer Service Skills Library for $3,490.
Questioning Skills Proper questioning techniques are key when gaining needed information from a caller or customer. High level questioning techniques are a learned skilled. This course introduces seven types of questioning situations and illustrates how and when to employ them. Improving questioning techniques will expand one’s ability to effectively obtain valuable information to become a […]
Five Forbidden Phrases® of Customer Service Our all time best seller! Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent […]
Six Cardinal Rules of Customer Service Learners will be introduced to the men and women responsible for originating some of the worst customer service habits which plague the planet today. Watch Joanie Jargon baffle her caller with an unending array of internal codes and abbreviations. See Bob Backwards put his paperwork before his customers. You’ll […]
Proactive Customer Service There are basically three levels of service in the world. Do your customer contact employees deliver passive, average, or proactive service to your customers? This popular video training program teaches the importance of high energy, enthusiasm, rapport building and cross selling. Order the Complete 12 DVD Telephone Doctor Customer Service Skills Library for […]
Telephone Skills & Customer Service Training Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. Topics include answering a business call, placing callers on hold, offering spoken feedback signals, avoiding excuses, being aware of mouth noises and regain control of the conversation. Order the Complete […]
Service Recovery Offering great service is usually easy when things are going well. But you don’t learn about an organization’s service character until something goes wrong. In today’s competitive service environment merely correcting the problem isn’t always enough. Many situations require Service Recovery. Service Recovery is a specific set of actions which customer-oriented organizations take […]
An Attitude for Service This powerful program helps viewers understand that a great attitude isn’t something that magically happens. Rather, it’s a choice which people make in advance about how they’re going to deal with life’s events. Key points include choosing your attitude in advance, visualizing success and resisting negative influences. Order the Complete 12 […]