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ARTICLES
These training articles offer robust how-to content that presents the information in a quick, easy to read format. We understand your time is valuable. Our articles get right to the point and provide you with tips and training tools that you can start using right away for developing a top notch customer experience. To search for a specific article topic, go to our search page by clicking here. Also we encourage our members to post questions to the experts in our discussion forum.
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Employee Manual - Template
Employee Manual - Template. Download this word document template and fill in your individual company information to use while training your employees on the art of providing five star customer service. . . . keep reading
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ARTICLE: An Important History Lesson
By: Paul Levesque
What can steam locomotives, compact discs, and fast food teach us about success in business? "Those who cannot remember the past are condemned to repeat it," wrote Spanish author George Santayana about a cent . . . keep reading
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ARTICLE: Customer Service Basics are Timeless
By: Lisa Ford
You are most likely in a very competitive business with others offering the same products at about the same price. In this marketplace, your products and services can not be your difference ... So what do customers want? . . . keep reading
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ARTICLE: Why Customer Service is Not Enough
By: Lisa Ford
What was your latest customer service slogan? "The customer is always right", "The customer comes first" or how about this one -- "The Year of the Customer". Read about the challenges of turning slogans into execution. . . . keep reading
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ARTICLE: Why Sales Don't Go Through
By: Arnold Sanow
Closing sales is an art not a science. Everything we do from our communication style, our dress, to our understanding of the customers wants and needs can affect our success or failure in closing sales. The way you close a sale depends as much on . . . keep reading
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ARTICLE: How to Get Customers, Keep Them and Get Enthusiastic Referrals
By: Arnold Sanow
The motto for business success now and for the foreseeable future is "You're not just closing a sale, but opening a relationship". Only by developing win-win relationships can you increase your business, lower your costs and achieve maximum profitability. To be successful follow these five ingredients on a daily basis. . . . keep reading
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ARTICLE: 10 Golden Rules of Telephone Customer Service
By: Arnold Sanow
Do your customers call your business on the telephone? This initial contact can be the most critical moment for many businesses in that the customer will decide right away if they are going to consider purchasing from you. Learn Arnold Sanow's proven steps for developing telephone customer service profit skills. . . . keep reading
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ARTICLE: 9 Ways to Remember Names
By: Arnold Sanow
9 Ways to Remember Names. Want to build rapport, grow relationships and make solid connections with customers and co-workers? The first step is remembering their names. People love to hear others address them by name, even if it was just gleaned off a credit card or name tag. In our increasingly anonymous world, it is refreshing to hear your name in conversation. Use these techniques to help you effectively remember names of people you meet, even if only a brief encounter. . . . keep reading
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ARTICLE: 7 Ways to Get Along
By: Arnold Sanow
7 "Must Do" Steps To Get Along. How come some of us have a hard time making friends, and for others it seems to be totally easy? What do they know that we don't? This article gives the tips on how to get along with others and make it look easy and natural. . . . keep reading
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ARTICLE: The Wow Moment
Every business has the ability to offer service touches that will upgrade their image. That extra something special that turns a regular meal into a "WOW" performance. Something the customer can only get from visiting that business. Something that will take it to the next level. . . . keep reading
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ARTICLE: Building Customer Trust
By: Wendy Gillett
Eye contact, and 3 other ways to build trust with your guests. Any relationship in the business world is based, at some level, on trust. Transactions that are small, require less trust, but it is still there. With larger, long-term partnerships, trust becomes the cornerstone of everything that happens. How do we build trust in business? . . . keep reading
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ARTICLE: Trickle Down Service
By: Wendy Gillett
"Trickle down" theory of service. Can we expect employees to do something if we won't do it ourselves? We may try, but they will most likely only do it when we are watching. To build a self motivated staff of go getters, customer service needs to start from the top. . . . keep reading
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ARTICLE: Telephone Customer Service Training
By: Wendy Gillett
The phone call can be the first connection a customer has with a business. This is your chance to make a great first impression. This article talks about how answering the phone seems simple, but telephone etiquette and service require training, rehearsal and employee accountability. . . . keep reading
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Wendy Gillett