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

Latest "Retail Customer Service Tips" Posts

Could They be a Customer?

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long.

It’s about strangers. And Customers

We know we have paid customers

We know we have internal customers

We know we have potential – future customers

We even know we have lost customers

But what about strangers as customers?

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Posted in Client Relationship, Customer Interactions Training, Customer Service Excellence, Customer Service Tips, Customer Service Training, Difficult Customers, eLearning - Customer Service, Keynote Speaker, Personnel Training, Retail Customer Service Tips, Retail Service Training

Customers with Complaints……

McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line employees – in any business – need to learn how to handle customer complaints.

In our experience, even the best customer service employees need training in:

* handling and diffusing angry, upset and irate customers;

* recognizing and capturing cross-selling opportunities; and

* using the power of attitude to help resolve challenging situations.

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Posted in Business Communication, Help Desk Training, Retail Customer Service Tips, Telephone Doctor Blog, Telephone Technique

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

Communication Skills eLearning

communication training eLearning

How about a free demo code to experience ServiceSkills yourself?

ServiceSkills empowers your team with the tools to master these communication concepts:

  • 4 steps to handle & diffuse angry, upset and irate customers
  • Recognize & capture cross-selling opportunities
  • 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
  • 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
  • The relationship between internal & external customer service 
  • plus hundreds more skills, strategies & techniques!

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Posted in eLearning - Customer Service, Government Service Training, Healthcare Service Training, Help Desk Training, Hospitality Service Training, Inbound Call Centers, Retail Customer Service Tips, Retail Service Training, Skills for New Managers, Team Building, Telephone Doctor Blog, 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

Superior Customer Service Pays off for this Auto Dealer

For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com –

http://www.autonews.com/article/20140512/RETAIL07/305129963/matick-chevrolet-says-hello-to-customers-hello-to-sales#

Explore our web-based customer service learning portal ServiceSkills.com.  Request your free demo here.

 

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Posted in Business Etiquette, Client Relationship, Communication Skills, Customer Service Challenges, Customer Service Excellence, Retail Customer Service Tips, Retail Service Training, Selling Skills, 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.  

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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

Five Ways to Get Great Customer Service This Holiday Season

By Nancy Friedman, The Telephone Doctor 

Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care.  The airline automated attendant system with endless loops before you encounter a human being.  The angry fast food attendant who is mad at the world.

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Posted in Customer Service Excellence, Customer Service Tips, Difficult Customers, Hospitality Service Training, Retail Customer Service Tips, Retail Service Training, Telephone Doctor Blog

Five Simple Ways to Sabotage Your Business

By Nancy Friedman, Telephone Doctor 

There are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now on the phone and in person. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news

The good news is we’re able to bring to you the top five sabotage practices and then show you how to neutralize the effects.

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Posted in Customer Service Challenges, Customer Service Etiquette, New Employee Orientation, Phone Skills Training, Receptionist Training, Retail Customer Service Tips, Retail Service Training, Telephone Doctor Blog, Workplace Communication

Are Negotiation Skills a Lost Art?

by Nancy Friedman the Telephone Doctor

If you ever trained a puppy, you learned how to negotiate. “SIT!” “Good boy.” “Here’s a treat.” That’s negotiation.

We negotiate with our KIDS every day. “If /when you finish your veggies, you can have the ice cream.” That’s negotiation.

And what about our spouses?

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Posted in Customer Service Tips, Customer Service Training, Education Service Training, Retail Customer Service Tips, Retail Service Training, Selling Skills, Skills for New Managers, Telephone Doctor Blog