Search Course Catalog (42 Courses Found)

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. Streaming version of the "Johnny the Bagger: A True Story of Customer Service™" course.

New Micro-Learning! One definition of being ethical is “conforming to professional standards of conduct.” Herein lies both a problem and an opportunity for those of us in the world of sales. The problem lies in the fact that many people do not think of sales as a profession. Negative stereotypes have caused them to avoid or look down at a salesperson with disdain.

New Micro-Learning! In an ideal world, everyone - sales, support and service - would all be highly connected. Everyone would know all the details about a customer account and everything would go off without a hitch. But, as we all know, the reality is misunderstandings, mistakes and problems happen. What's important is how you handle the situation. The truth is, how you recover from a problem can be a major factor in keeping that customer's business.

New Micro-Learning! One way in which you can support the sales process is by recognizing and responding to sales opportunities as they present themselves. The key, just like it is with any sales strategy, is to ask questions and then really listen to the answers using the ask, listen, clarify and confirm strategy. This will help keep the customer engaged and confirm understanding of the opportunity.

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.