How To Manage Conflict Between Co-Workers
Conflict in the workplace is inevitable….and it’s not necessarily a bad thing. If people care about their work, they’re going...
Latest news from Telephone Doctor
How To Be a Terrible Team Member
Teamwork is defined as the combined actions of a group of people, especially when they are effective and efficient. Companies...
10 Essential Business Telephone Skills
A caller’s first impression of your company is formed by how well that call is handled by the person who...
STOP TELLING CUSTOMERS HOW GREAT YOU ARE… AND START SHOWING THEM!
If you’re in the business of satisfying customers, the only thing that matters is what you DO It’s almost a...
The Service Mentality
A Mindset for Serving Customers Skills and techniques are important in providing excellent service to customers, but they aren’t the...
Training ROI
Training and the infinite return on investment by Seth Godin (distributed with permission) Training pays. Sometimes, it’s easy to underestimate just how...
Conducting Interviews & Appraisals The Power of You
A position opens up in your company and you’re part of the interview process. This will be a brand new...
“Echo Questions” Help Get to the Heart of the Matter
A triage nurse takes a call from a patient who says, “I’m not feeling well.” A quick assessment is needed...
Sorry, that’s our policy!
Few business phrases can be as disheartening and conversation-stopping as “Sorry, that’s our policy.” Rules, regulations, and policies are there...
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!