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New Micro-Learning! While it can be frustrating not being able to communicate easily, the reality is that everyone in the world has an accent. We only notice it when we are speaking with people who don’t share our native language. For customers who are speaking in a language that is not their native tongue, it can be extremely frustrating for them and getting upset with them won’t help the situation.

Inspire your workforce to deliver service from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring, best-selling program features the true story of "Johnny," a young man who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.

New Micro-Learning! Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.

Thinking like the customer is one of the best ways to improve your customer service! Great for session starter, energizer and reinforcing key messages on customer service.

Creating a positive customer experience requires flexibility. To gain and maintain customer loyalty, you must focus on active listening, demonstrate a positive attitude and be ready to solve problems.

Customers deserve our undivided attention. Being interrupted by the phone when you are dealing with a face-to-face customer can be a challenge if you don’t know the steps to take.

Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills. Next you must be a proactive problem-solver. Last, you must maintain a positive attitude.

When it comes to serving customers, you are bound experience situations in which one or more are not happy. How you react in these situations impacts the perception the customer.

As employees who serve customers, it is certain that you will experience situations in which your customer is not happy. How you react in these situations impacts the perception the customer has about the level of service he or she is experiencing.

When it comes to customer service during the workday, it’s best to remember that we are ALL responsible for customer service. Our internal customers – members of our department or other departments – are just as important as our external customers.