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Create a Spirit of Service

Create a Spirit of Service

Companies that really put extraordinary service at the top of their priority list establish the ground rules for good service while also working to build a genuine customer-friendly “spirit” in all employees throughout the organization. Practically every organization in today’s hyper-competitive marketplace claims that it “puts the […]

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The 7 Critical Telephone Customer Service Skills

The 7 Critical Telephone Customer Service Skills

In order to ensure that your call center customer service training has a real impact on your CSRs and truly delivers a return on your training investment, the first step is to decide which specific skills you need to emphasize in your training effort. Many call centers […]

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Can Low Energy Cause a Bad Attitude

Can Low Energy Cause a Bad Attitude

We all know how important it is for anyone in a customer service position to exhibit a customer-friendly attitude. Whether on the telephone or face-to-face, customers almost instantly assess the attitude of person they are dealing with. Most customer service organizations work hard to only hire individuals […]

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Telephone Skills Training Programs

Telephone Skills Training Programs

Telephone Skills Training Programs The Phone Skills Trainer® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone. Our time-tested customer service and telephone skills training resources have proven results. Your satisfaction is guaranteed, and we are confident […]

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Phone Skills Training Delivery Options

Phone Skills Training Delivery Options

Delivery Options Our certified Master Facilitators can deliver high-impact training onsite for your organization, focused on experiential exercises and new skill development. But for many organizations, setting aside the time (from a half day to 2 full days) can create scheduling challenges and can also be cost […]

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Communicating Under Stress

Communicating Under Stress

Asking better questions can allow us to start thinking about the unknown, because questions focus our attention, and provide a theme for continued exploration. Effective interpersonal communication has never been more important, given the fast pace and intensified competitiveness of the modern work world. The paradox is […]

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How to Implement the Phone Skills Trainer Program

How to Implement the Phone Skills Trainer Program

Implementation Plan As you consider implementation of a Phone Skills Trainer program, it is important to keep in mind that this program is NOT designed to be delivered in a single everything-plus-the-kitchen-sink training session. This program was designed specifically to deliver brief (15 to 20 minute) sessions […]

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The Most Critical Customer Service Skills

The Most Critical Customer Service Skills

In order to ensure that your call center customer service training has a real impact on your CSRs and truly delivers a return on your training investment, the first step is to decide which specific skills you need to emphasize in your training effort. Many call centers […]

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Customer Service Training Killers

Customer Service Training Killers

For more than 20 years we have been developing and delivering corporate training programs, in a broad range of complex and competitive industries. We continually refine and improved our process, always looking for opportunities to improve both learner satisfaction and business impact. Over the years we have […]

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How to Handle the Unreasonable Customer

How to Handle the Unreasonable Customer

How Do You Handle an Unreasonable Customer? We all have had customers from hell. They lie to us. They treat us like dogs. They complain. They squeeze us for every last dollar. So what should you do? Of course the easy (and often unrealistic) answer is to […]

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