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Latest Content
Check here often to see our latest content posted onto the site. We are continually updating with new customer service articles, video training, audio interviews and much more. Our team of experts work with thousands of individuals and organizations just like you every year and are constantly bringing new information and techniques to the forefront. The latest content items are listed at the top, with additional lists available by clicking the "next" link at the bottom of the page. If you would like to search our articles for a certain topic, click here!
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Customer Service Training WEBiNAR!
#228 with Mimi Donaldson and Wendy Gillett
This WEBiNAR is going to knock your socks off! Mimi Donaldson is full of energy and brings tons of "million dollar" ideas. Listen to Mimi Donaldson and Wendy Gillett as they discuss the 5 basic steps of servicing a customer with grace and control. . . . keep reading
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VIDEO: "Body Language That Works"
By Lisa Ford
Lisa Ford talks on this customer service training video about how the right body language is key. Listen while Lisa discusses the differences between 1) Body Language, 2) The Tone of Our Voice and 3) The words we use. All of these impact the message our customer receives. . . . keep reading
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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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ONLINE WEBiNAR: Talk About Service!
#221 "What are we really selling?"
WEBINAR: This 20-minute Power Webinar addresses the topic "What are we really selling?". Wendy Gillett and Paul Levesque discuss making customers happy and understanding customer expectations on their popular "TALK ABOUT SERVICE!" show. . . . keep reading
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ONLINE WEBiNAR: "Execu-Talk" with Joe Calloway
WEBiNAR #220
WEBiNAR: "Execu-Talk" with guest Joe Calloway. Joe is a branding consultant, business author, and restaurant owner whose client list reads like a "Who's Who" in business. From Saks Fifth Avenue and BMW to American Express and IBM, a wide range of companies depend on Joe for insight into today's marketplace. He joins us today for discuss his powerfull 5-point technique of service excellence. . . . keep reading
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ONLINE WEBiNAR: "4 Pillars of Customer Service Training"
WEBiNAR #218
WEBiNAR: This powerful 54 minute "Customer Service Improvement" presentation by Arnold Sanow, Lisa Ford, Paul Levesque and Wendy Gillett is right on the money! You cant miss this. Listen to all four talk for an hour on the ins and outs of providing unbeatable customer service. . . . keep reading
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VIDEO: Resolving Customer Complaints
By: Lisa Ford
How many times have you seen an employee become defensive or frustrated when a customer voices a complaint? How much worse is their reaction if the mistake is actually their company's fault? Lisa Ford teaches us the step by step method to reacting in a professional manner and retaining the customer's loyalty. . . . 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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