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
Give your supervisors and managers the tools they need to succeed!
Many organizations promote managers and supervisors based on strong performance in previous jobs. But too often the skills necessary to operate effectively at the management level don’t come naturally. Succeeding in a leadership position can be complex and tricky.
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Posted in Appraisals & Interviews, Behavioral-based Interviewing, Business Communication, Coaching Skills, Coaching Skills - Service Training, CRM Service Training, Delivering Feedback, eLearning - Customer Service, Government Service Training, Healthcare Service Training, Hospitality Service Training, LMS eLearning Courses, Skills for New Managers, Team Building, Telephone Doctor Blog, Workplace Communication
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
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.
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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
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
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
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Posted in Conflict Resolution, Difficult Employees, Other DVD Training Courses, Skills for New Managers
A.I.M. for Development: Setting Personal Development Objectives that Work
Are your annual reviews and development meetings as effective as they should be? Too often, personal development plans can be regarded as nothing more than a chore by many managers…..an exercise in putting meaningless objectives down on some form. This powerful DVD-based course will change all that.
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Posted in Appraisals & Interviews, Management Development, Personnel Training, Questioning Techniques, Skills for New Managers, Workplace Communication
Coaching: The Power of Questions
Coaching is a large and complex subject. But at its heart lies effective questioning skills. This program provides your managers with practical illustrations of how to use questions to help people think through a problem or a task for themselves. If it is a manager’s intention to coach the other person, the type of questions they use will be different from those questions designed simply to elicit information.
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Posted in Coaching Skills, Coaching Skills - Service Training, Customer Service Excellence, Management Development, Skills for New Managers, Workplace Communication
