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

Latest "Team Building" Posts

How To Be A Terrible Team Member

 

10th Training Series Available
on ServiceSkills Learning Platform!

Hi Friends,On Monday, November 16th we’re releasing an all new online training series titled, “How To Be A Terrible Team Member.”

I invite you to be amongst the first to review this new series.

How To Be A Terrible Team Member” explores nine common dysfunctional workplace behaviors which are sure to frustrate and annoy coworkers.

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Posted in Employee Satisfaction, Internal Customers, Motivation & Attitude Training, Team Building, Workplace Communication

Features vs Benefits

Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction is that “features tell and benefits sell.”

Let’s look at the definition:FeatureVSBenefit

Feature:

  1. A distinction or noticeable quality
  2. Something offered as a special attraction

 

Benefit:

  1. Anything that is helpful or advantageous
  2. Something that contributes to or increases well being

 

If a car dealer advertises about a model having “run flat tires” – that’s a feature. 

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Posted in Business Communication, Call Center Training, Client Services Training, Customer Service Tips, Outbound Telesales, Personnel Training, Phone Skills Training, Receptionist Training, Team Building, Telephone Doctor Blog

Memos from the Chairman – Ace Greenberg

Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that – having never met him… but his note was paper clipped to a page which explained why he did.

Telephone Doctor Customer Service TrainingThe page he paperclipped was an article I had written a few months earlier that ran nationwide.(In this case “the Chicago Sun Times – Phone Dr.

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Posted in Client Relationship, Communication Skills, Customer Service Tips, Customer Service Training, Employee Satisfaction, Keynote Speaker, Team Building, 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.

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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

How Millennials Will Change the World of Work

Corporate America isn’t prepared yet to deal with this generation’s demands as consumers and employees.

Thought provoking article in National Journal

http://www.nationaljournal.com/next-economy/solutions-bank/how-millennials-will-change-the-world-of-work-20140529

For management training info on this topic, please learn about the “When Generations Clash” module which addresses issues related to Millennials in today’s workplace – in our What To Say When DVD series or as apart of the WTSW Mentoring Collection on ServiceSkills.com.

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Posted in Motivation & Attitude Training, Team Building, Telephone Doctor Blog

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

Management Development Training Courses

 

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

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

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.

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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

Customer Service Using Email & Chat

by Nancy Friedman, the Telephone Doctor

Yes, our Telephone Doctor customer service and communication training covers this as well.

This subject gets covered a lot; however, we want to reiterate some key points on both EMAIL and LIVE CHAT. Points that will make life easier for those who use these methods of communication.

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Posted in Call Center Training, Client Relationship, Customer Service Excellence, Email Communications, Free Customer Service Articles, Free Customer Service Tips, Team Building, Telephone Doctor Blog