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ServiceSkills.com customer service elearning
ServiceSkills.com customer service elearning

Latest "Communication Skills Training" Posts

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.

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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 Customer Service eBook

Hidden Gems BookDealing with customers requires a specific mentality and skill set.  Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results.  This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service.

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Posted in Communication Skills, Communication Skills Training, Conflict Resolution, Customer Service Communication, Free Customer Service Tips, Help Desk Training, Hospitality Service Training, Inbound Call Centers, Telephone Doctor Blog, Telephone Technique, Telephone Training

6 Ways To Improve Listening Skills

by Nancy Friedman

Do you know what the number one skill in sales and service is?

I gave you a hint in the title. Listening skills.Listening Skills from Telephone Doctor

Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?

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Posted in Business Communication, Call Center Training, Client Relationship, Communication Skills, Communication Skills Training, Customer Service Tips, Customer Service Training, Inbound Call Centers, Listening Skills Training, Personnel Training, Phone Skills Training, Telephone Doctor Blog, Telephone Technique, Telephone Technique Training

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.

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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

Thank you FSAC

Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this week.

Would you like information on Nancy’s Keynotes & Corporate Speaking for your next conference or corporate meeting?

Customer Service Expert Nancy Friedman is one of America’s most sought after Keynote presenters on the topics of client retention, loyalty and customer experience.  

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Posted in Call Center Training, Communication Skills Training, Customer Service Communication, Keynote Addresses - Customer Service, Keynote Speaker, Motivation & Attitude Training, Personnel Training, Telephone Service Training, Workshops on Customer Service

Download Our Customer Service eBook

This free eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. Dealing with customers requires a specific mentality and skill set.  Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results.

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Posted in Business Communication, Client Relationship, Communication Skills Training, Free Customer Service Articles, Free Customer Service Tips, Government Service Training, Healthcare Service Training, Telephone Skills Free Tips, Workplace Communication

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.

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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

Service Mentality

The Service Mentality

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.

Order the Complete 12 DVD Telephone Doctor Customer Service Skills Library for $3,490.

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Posted in Call Center Training, Call Center Training Programs, Client Relationship, Client Services Training, Communication Skills, Communication Skills Training, CRM Service Training, Customer Service Communication, Customer Service Etiquette, DVD Training Courses, Empathy Skills Training, Live Support Customer Service, LMS eLearning Courses, Proactive Customer Service, Retail Customer Service Tips, Retail Service Training, Telephone Technique Training

How to Handle the Irate Customer

How To Handle The Irate Customers

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 the proven ASAP technique for handling irate customers.

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Posted in Call Center Training, Call Center Training Programs, Communication Skills Training, Conflict Resolution, CRM Service Training, Customer Service Training DVDs, Difficult Customers, Diffusing Irate Customers, DVD Training Courses, eLearning - Customer Service, Empathy Skills Training, Live Support Customer Service, LMS eLearning Courses, Workshops on Customer Service