A Mindset for Serving Customers Skills and techniques are important in providing excellent service to customers, but they aren’t the only keys to success. Leading organizations have identified seven traits they see in their highest performing service providers. We call the seven traits The Service Mentality. These characteristics create a mindset for serving customers. Let’s […]

Training and the infinite return on investment by Seth Godin (distributed with permission) Training pays. Sometimes, it’s easy to underestimate just how much it pays. Consider an employee who is going to work 2000 hours for you this year. It’s not unusual for an organization to spend only 10 or 20 hours training this person–which means about […]

  New Training Series Available on ServiceSkills Learning Platform! Hi Friends, We’re releasing an all new online training series titled, “How To Be A Terrible Team Member.” “How To Be A Terrible Team Member” explores nine common dysfunctional workplace behaviors which are sure to frustrate and annoy coworkers. We utilized an unscripted improv group to […]

One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin  — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations […]

Everyone has had the experience where they meant to send a private response to someone in a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less fortunate, it might have been the type of mistake that was extremely embarrassing. We’ve […]

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. […]

Dealing with customers requires a specific mentality and skill set.  Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results.  This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. >>> Request eBook   Topics […]

Workplace communication challenges can lead to stress and dysfunction in the office.  Knowing how to navigate such issues is critical. What To Say When DVD Training Series.  Human Resource expert Hugh Murray shares the tactics and logic needed to navigate a wide variety of workplace relationship dilemmas. This four DVD series include 30 just-in-time learning […]

  ServiceSkills.com is an affordable and effective online learning platform which empowers your staff with the human relationship skills needed to raise service levels, improve teamwork & manage more effectively. This powerful web-based learning system empowers your team with access to over one hundred skill-driven communication training modules spread across 13 distinct training series. Topics […]