GLAD I COULD HELP: Real Customer Service Situations for Discussion

Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see The most common internal and external customer service situations, both over The phone and face-to-face. In each situation, employees will learn that by responding with a "glad I could help" attitude, customers will feel positive about The employee, The organization, and The way They have been treated-ultimately creating long-term customer loyalty. more-->

TELEPHONE BEHAVIOR: The Rules Of Effective Communication

Talking on The phone is a no-brainer. But truly communicating is an art form. John Cleese demonstrates it humorously in this new version of Telephone Behavior. Now employees at all levels can master The techniques of positive, friendly telephone communication. Cleese takes you from The brief introduction to closing The call, with helpful advice every step of The way. You'll discover how to ask open questions, listen actively, and send verbal signals to The caller to ensure Their message is heard and understood. more-->

ARE YOU WITH ME?

The fact is, if you just take The time on The phone to make The kind of connection you naturally try to make when you're face to face with others, all The basic do's and don'ts of common telephone courtesy will naturally follow. more-->

IT'S YOUR CALL: Remarkable Customer C.A.R.E. On The Phone

The simple answer is that great customer service professionals make a choice: Everyday, with every customer, on every call, They choose to do all They can to make Their customer's experience as positive as it can be. In other words, They care, And it isn't just that They want to care, it's that They know how to care. Somewhere along The line They learned that to deliver remarkable customer service, you have to choose to be Connected, Attentive, Responsible, and Enthusiastic (C.A.R.E.). more-->