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

Latest "Conflict Resolution" Posts

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.

Continue Reading

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

ASAP Technique For Diffusing Angry Customers

by Nancy Friedman
Nancy Friedman the Telephone DoctorIf you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.

Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.

Continue Reading

Posted in Communication Skills, Conflict Resolution, Customer Service Challenges, Customer Service Excellence, Difficult Customer Training, Difficult Customers, Diffusing Irate Customers, Telephone Doctor Blog

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

Customer Loyalty Training Package

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider!

Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  

Continue Reading

Posted in Appraisals & Interviews, Behavioral-based Interviewing, Business Communication, Call Center Training, Call Center Training Programs, Coaching Skills, Conflict Resolution, Customer Service Challenges, Customer Service Communication, Customer Service Training DVDs, Diffusing Irate Customers, Education Service Training, Email Communications, Employee Satisfaction, Ethics At Work, Government Service Training, Healthcare Service Training, Help Desk Training, Hospitality Service Training, Inbound Call Centers, Internal Customers, Learning Management System, Listening Skills Training, New Employee Orientation, Other DVD Training Courses, Outbound Telesales, Personnel Training, Phone Skills Training, Proactive Customer Service, Questioning Techniques, Receptionist Training, Retail Customer Service Tips, Retail Service Training, Selling Skills, Skills for New Managers, Team Building, Telephone Doctor Blog, Telephone Technique, Telephone Training, What To Say When Training, Workplace Communication, Workshops on Customer Service

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

Ethics in the Workplace

Canine Conduct

Was it all just a dream? Joe comes to realize that some of the ethical shortcuts he’s been taking around the office could come back to haunt him. It’s time to raise his level of integrity.

Suggested Topic Applications:

  • Staff Meetings
  • Team Building
  • Internal Service
  • Managing Change
  • Ethics & Integrity

Running Time: 3 minutes

Continue Reading

Posted in Conflict Resolution, Difficult Employees, Other DVD Training Courses, Skills for New Managers

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 to develop. Your managers will learn to use the C.E.D.A.R. model to prepare for and engage in constructive feedback sessions.

Individual course package is $990 – order the Complete Newmarket Learning Management Package for $2,990

Continue Reading

Posted in Appraisals & Interviews, Conflict Resolution, Learning Management System, LMS eLearning Courses, Management Development, Other DVD Training Courses, Personnel Training

Five Forbidden Phrases®

Five Forbidden Phrases® of Customer Service

Our all time best seller!  Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur.

Continue Reading

Posted in Basic Communication Skills, Business Etiquette, Call Center Training, Call Center Training Programs, Communication Skills, Conflict Resolution, CRM Service Training, Customer Service Excellence, Customer Service Training, Difficult Customers, DVD Training Courses, eLearning - Customer Service, Live Support Customer Service, LMS eLearning Courses, Retail Customer Service Tips, Retail Service Training, Telephone Service Training, Telephone Skills Free Tips, Workshops on Customer Service

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.

Continue Reading

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