Resources and Articles

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

How to Handle the Irate Customer

How To Handle The Irate Customers DVD Training Course This best selling customer service training program includes a highly effective four point plan for calming irate customers and maximizing their...

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Killer Words Of Customer Service

Killer Words of Customer Service DVD Training Course This course features eight common phrases which are used innocently by customer service staff every day. Although these eight phrases are normally...

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Proactive Customer Service

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?...

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Six Cardinal Rules of Customer Service

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...

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Five Forbidden Phrases® of Customer Service

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...

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Service Mentality

The Service Mentality DVD Training Course Why is it that some people seem like ‘naturals’ when it comes to providing great service? This program identifies and highlights the basic characteristics...

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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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Behavior-based Interviewing

A Question of Evidence: The Behavior-Based Interview It’s a fact. Some candidates shine at the interview but don’t work out on the job. Interviewers can easily be impressed by a...

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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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