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  • Home
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
    • SoftSkillsU – Small Biz eLearning
  • DVD Training
    • Telephone Doctor Customer Service Series
  • Keynotes / Workshops
    • Keynote Presentations
    • On-Site Workshops
  • Blog
  • About
  • Contact Us
1

ROI From Customer Service Training

Jun 4, 2014

by Jared Grafman Investing in customer service training is one of the best ways to increase customer retention. And, loyal customers generate more revenue than new shoppers. That’s what recent research suggests: It’s less expensive to keep a customer than court one, and loyal customers are willing to spend more with businesses, but almost 90 […]

2

Management Development Training Courses

May 23, 2014

  Give your supervisors and managers the tools they need to succeed! Many organizations promote managers and supervisors based on strong performance in previous jobs. But too often the skills necessary to operate effectively at the management level don’t come naturally. Succeeding in a leadership position can be complex and tricky. We can help. The […]

3

ServiceSkills.com Tour

Apr 29, 2013
4

10 Things Your Customers Won’t Tell You, But We Will

Nov 30, 2012

By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner find out what the customer really likes or dislikes? Well, as the Telephone Doctor, your customers have told us what they […]

5

Service Mentality

Feb 29, 2012

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 […]

6

Five Forbidden Phrases®

Feb 29, 2012

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 […]

7

Six Cardinal Rules

Feb 29, 2012

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 […]

8

Proactive Customer Service

Feb 29, 2012

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 […]

9

How to Handle the Irate Customer

Feb 29, 2012

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 situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes […]

Request Free Demo Code

Give your team the tools to master these communication concepts:

  • 4 steps to handle & defuse angry, upset and irate customers
  • Recognize & capture cross-selling opportunities
  • How to compose an effective customer service email
  • Business communication for phone, email, face-to-face & chat
  • How the power of attitude helps resolve challenging situations
  • Essential office etiquette & workplace manners strategies
  • Effectively managing differences between the generations
  • Replacing Five Forbidden Phrases® w/ Positive Alternatives
  • Best practices for email subject lines and address fields
  • Handling ethical dilemmas the moment they appear
  • The six cardinal rules of customer retention and loyalty
  • The importance of delivering Business Friendly℠ service
  • How to respect & communicate effectively with co-workers
  • Contrasts between passive, average & proactive service
  • 6 ways to improve listening skills and deliver better service
  • The personal philosophies of six service superstars
  • How service after the sale builds customers for life
  • When to use open-ended, closed-ended, probing & echo questions
  • Deploying the Power of You during interviews & appraisals
  • Why bringing an ‘observable level of enthusiasm’ is so important
  • The distinction between features and benefits
  • To be truly sensitive and empathetic to customer needs
  • Management skills to better lead, coach and mentor others
  • How to conduct more effective & engaging meetings
  • Avoiding weak, wimpy words in business communication
  • The relationship between internal & external customer service
  • plus hundreds more skills, strategies & techniques!
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  • Telephone Doctor Customer Service Training
  • 800.882.9911
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