Login Password
Or Register
Telephone Doctor customer service training
ServiceSkills.com customer service elearning
ServiceSkills.com customer service elearning

Latest "Basic Communication Skills" Posts

Proactive Customer Service

Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as we like to say — “soft question” selling, a basic component of effective customer service is to offer your customers additional choices. Some customer service representatives might fear being perceived as pushy or assuming.

Continue Reading

Posted in Basic Communication Skills, Business Communication, Call Center Training, Client Relationship, Telephone Doctor Blog

Tell Em What You CAN Do

One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin  — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations in which we could imagine a reasonable alternative.

Continue Reading

Posted in Basic Communication Skills, Communication Skills, Communication Skills Training, Customer Loyalty Training, Customer Retention Training, Customer Service Communication, Customer Service Tips, Customer Service Training, Email Etiquette, Telephone Doctor Blog

Free White Paper | ROI of Customer Service Training

ServiceSkills.com Releases New White Paper

Educational Resource Addresses The Return On Investment of Communication Skills Training

St. Louis, MOServiceSkills.com, a leader in web-based communication training, announces the release of a new white paper, “How Improving Communication Skills Increases Bottom Line Results.” This nine page white paper discusses the ways communication impacts business success.

Continue Reading

Posted in Basic Communication Skills, Client Relationship, Client Services Training, Education Service Training, Free Customer Service Articles, Free Customer Service Tips, Help Desk Training, Inbound Call Centers, Motivation & Attitude Training, Telephone Service Training, Telephone Skills Free Tips, Telephone Technique, Telephone Technique Training

Back To Basics

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service

My entire career has been focused on developing ways to help companies communicate better with their customers.

Back To Basics Blog ImageEach year we run this popular article as a reminder for all.

Great customer service is sought by most everyone. Businesses go out of their way to give good customer service.

Continue Reading

Posted in Basic Communication Skills, Basic Workplace Communication, Call Center Training, Client Relationship, Communication Skills, Customer Interactions Training, Customer Service Communication, Customer Service Etiquette, Free Customer Service Articles, Free Customer Service Tips, Keynote Speaker, Telephone Doctor Blog

Customer Service Training ROI White Paper

Looking to build the case for the Return On Investment of customer service, management & communication training at your organization? 

Get the link to our free White Paper:

How Improving Communication Skills Increases Bottom Line Results 

This nine page white paper details: 

  • the cost of poor communication
  • the common barriers to organizational communication
  • the importance of investing in employees
  • the benefits of communication training
  • a proven solution for improving service and communication

Click here to request complimentary pdf link

Continue Reading

Posted in Basic Communication Skills, Customer Interactions Training, Customer Service Etiquette, Customer Service Excellence, LMS eLearning Courses, Telephone Doctor Blog, Telephone Service Training

Tips To Improve Customer Service

If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients.

For instance, one forbidden response is, “I don’t know” Replace this with “That’s a good question, let me check and find out!”

 

Continue Reading

Posted in Basic Communication Skills, Call Center Training, Call Center Training Programs, Client Relationship, Communication Skills, Conflict Resolution, Customer Service Training, Telephone Doctor Blog

Shopping Habits of the Millennial Generation

by Jared Grafman

The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers?

Millenial Generation telephone doctor service expectations Not much beyond technology.

Continue Reading

Posted in Basic Communication Skills, Business Communication, Communication Skills, Communication Skills Training, Customer Service Challenges, Customer Service Tips, Difficult Customer Training, Retail Customer Service Tips, Retail Service Training, Team Building

Effective Communication Skills

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 cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging about how much you care.

Continue Reading

Posted in Basic Communication Skills, Business Communication, Call Center Training, Communication Skills, Communication Skills Training, Live Support Customer Service, Retail Customer Service Tips, Retail Service Training, Workplace Communication

What To Say When DVD Series

Team Building, Conflict Resolution & Mentoring

What To Say When Workplace Communication Training DVD Series

Problems with workplace communication will lead to low productivity, high stress and stalemate between co-workers. Apathy or the status quo isn’t an effective strategy.

Introducing the What To Say When Workplace Communication Training DVD Series.

Human Resource expert Hugh Murray shares the tactics and logic needed to navigate a wide variety of workplace relationship dilemmas.

Continue Reading

Posted in Appraisals & Interviews, Basic Communication Skills, Behavioral-based Interviewing, Business Etiquette, Call Center Training Programs, Conflict Resolution, Difficult Employees, eLearning - Customer Service, Employee Satisfaction, Ethics At Work, Government Service Training, Healthcare Service Training, Help Desk Training, Hospitality Service Training, Internal Customers, Learning Management System, LMS eLearning Courses, Personnel Training, Questioning Techniques, Skills for New Managers, Team Building, What To Say When Training, Workplace Communication