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home | ARTICLES

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.


ARTICLES

ARTICLE: The Game of Service is the Game of Business
By: Phillip Van Hooser
ARTICLE: The Game of Service is the Game of Business Sustainable businesses have been and always will be built on the foundation of repeat business. Van Hooser talks about the rules of the game and both parties must win the first time and every time thereafter. . . . keep reading
Employee Manual - Template
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
ARTICLE: An Important History Lesson
By: Paul Levesque
ARTICLE: An Important History Lesson 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
ARTICLE: Customer Service Basics are Timeless
By: Lisa Ford
ARTICLE: Customer Service Basics are Timeless 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
ARTICLE: Why Customer Service is Not Enough
By: Lisa Ford
ARTICLE: Why Customer Service is Not Enough 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
ARTICLE: How Motivated Are Your Employees To Deliver A Superior Customer Experience?
By: Paul Levesque
ARTICLE: How Motivated Are Your Employees To
Deliver A Superior Customer Experience? Research into high-energy customer-driven business cultures has uncovered three key characteristics they all share. This employee survey shows you whether or not these characteristics are present in your business today . . . keep reading
ARTICLE: Why Sales Don't Go Through
By: Arnold Sanow
ARTICLE: Why Sales Don't Go Through 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
ARTICLE: How to Get Customers, Keep Them and Get Enthusiastic Referrals
By: Arnold Sanow
ARTICLE: How to Get Customers, Keep Them and Get Enthusiastic Referrals 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
ARTICLE: Perception is Reality… How do Your Customers Really See You?
By: Arnold Sanow
ARTICLE: Perception is Reality… How do Your Customers Really See You? Asking your customers (And your employees) the right questions will give you the feedback to keep improving and refining your products and services. Use these poignant questions to find out the way your customers perceive your business. . . . keep reading
ARTICLE: 10 Golden Rules of Telephone Customer Service
By: Arnold Sanow
ARTICLE: 10 Golden Rules of Telephone Customer Service 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
ARTICLE: 9 Ways to Remember Names
By: Arnold Sanow
ARTICLE: 9 Ways to Remember Names 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
ARTICLE: 7 Ways to Get Along
By: Arnold Sanow
ARTICLE: 7 Ways to Get Along 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
ARTICLE: The Wow Moment
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
ARTICLE: Building Customer Trust
By: Wendy Gillett
ARTICLE: Building Customer Trust 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
ARTICLE: Trickle Down Service
By: Wendy Gillett
ARTICLE: Trickle Down Service "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
ARTICLE: Telephone Customer Service Training
By: Wendy Gillett
ARTICLE: Telephone Customer Service Training 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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 CONTRIBUTORS
 Wendy Gillett
 Arnold Sanow
 Lisa Ford
 Phillip Van Hooser
 Shep Hyken
 Mimi Donaldson
 T. Scott Gross
 Mark Mayberry
 Alan Stafford
 Jim Cathcart
 Joe Calloway
 Michael J. Colitti
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