Gaining Commitment: Setting Performance Objectives That Work Performance objectives can be as specific, agreed upon and as time-bounded as you like, but unless they are actually achieved, they’re useless. This course provides new insights into getting team members emotionally and intellectually engaged in achieving their objectives. The manager plays a key role in engaging their […]
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Using Competencies Successfully: Communicating the Way We Want People to Work How well do the people in your organization know and apply your competency framework? This program was developed following consultations with our customers who told us that their competency frameworks were not always understood or used successfully. Competencies make explicit the way your organization wants […]
The Service Mentality DVD Training Course 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. This individual DVD-based course is $495 and includes online access […]
Listening Skills DVD Training Course 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. This individual DVD-based course is $495 and includes online access to a Leader’s […]
Questioning Skills DVD Training Course 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 […]
Five Forbidden Phrases® of Customer Service DVD Training Course 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 […]
Six Cardinal Rules of Customer Service DVD Training Course 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 […]
Proactive Customer Service DVD Training Course 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. This individual DVD-based course is $495 and includes online […]
Essential Telephone Skills DVD Training Course 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. This individual DVD-based course […]