Resources and Articles

Stay up-to-date with the latest news on customer service strategies and trends.

Setting Performance Objectives

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...

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Fixing Performance Problems

Delivering Feedback: Fixing Performance Problems Whether it’s at an appraisal or part of everyday interaction, delivering feedback is one of the most important, yet difficult skills an effective manager needs...

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Customer Service Challenges: MORE Call Center Difficulties

Eight More Common Customer Service Challenges Eight MORE wrong way vignettes put your class in charge of determining what went wrong and how each customer interface should have been handled....

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Customer Service Challenges: Working at a Call Center

Identify and Discuss Common Customer Service Challenges Perfect for ALL customer contact employees. Eight wrong-way vignettes put your class in charge of determining what went wrong and how each customer...

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Email Policies – What Your Organization Needs to Address

Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with benefits come some serious pitfalls. Your team is sure to...

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New Employee Orientation

Avoid Problems Before They Start! The first few weeks at a new job can be challenging and every organization has its own set of rules and procedures. The eight vignettes...

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Ethics in the Workplace

Canine Conduct Was it all just a dream? Joe comes to realize that some of the ethical shortcuts he’s been taking around the office could come back to haunt him....

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Customer Loyalty Training Package

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the...

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