Resources and Articles

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

Using Competencies Successfully

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...

Learn More

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...

Learn More

Coaching Questions

Coaching: The Power of Questions Coaching is a large and complex subject. But at its heart lies effective questioning skills. This program provides your managers with practical illustrations of how...

Learn More

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...

Learn More

Setting Personal Development Goals

A.I.M. for Development: Setting Personal Development Objectives that Work Are your annual reviews and development meetings as effective as they should be? Too often, personal development plans can be regarded...

Learn More

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...

Learn More

How To Handle The Irate Customer

by Nancy Friedman When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry...

Learn More

Ready to Access the Updated Training?

The Telephone Doctor content your organization has trusted for years now lives on ServiceSkills. Same proven techniques. Same practical approach. Better production, expanded content, and a platform built to make training easy to manage.

Visit ServiceSkills Schedule a Demo