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

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 […]

2

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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