The Service Mentality
A mind-set for serving customers. 30 minutes

• Offering empathy
• Keeping proper balance
• Having the ability to bounce back

Determining Caller Needs I & II
Listening skills and Questioning skills. 15 minutes each (30 min total)

• Welcoming the caller
• Giving feedback signals
• Open ended questions
• Closed ended questions

From Curt to Courteous
Introduces the concept of non-visual communication and "Business Friendly" customer service. 30 minutes

• Avoid de-sensitization
• Tone of voice
• Solve the problem

Four Cs of Coaching Skills
A practical approach to improving employee performance. 25 minutes

• What is coaching?
• Why is coaching so vital to managers today?
• The Four Cs

Five Forbidden Phrases: Avoid negatives.
Offer positive alternatives. 25 minutes

• Models five positive alternatives
• On the phone and in-person examples

Six Cardinal Rules of Customer Service
Basics of good customer service. 25 minutes

• Illustrates the six cardinal rules
• Fights mediocrity in the workplace

Telesales Tips From A To Z (3 courses)
Enhance communication skills. Twenty-six tips for inbound/outbound calls. 15 minutes each (45 min total)

• Features vs. Benefits
• Knowing your objective
• Eliminating credibility busters
• And more...

Proactive Customer Service Skills
For proactive customer service: rapport building and cross-selling. 25 minutes

• Cross-selling and up-selling
• Skills to build rapport with customer

"Basic" Basic Telephone Skills
The essentials of managing the phone effectively. 25 minutes

• Answering a business phone
• Accurate messages
• Putting a caller on hold

Six Steps to Service Recovery
Correcting the problem in not always enough in today’s competitive service environment. 25 minutes

• Solve the problem
• Manage their feelings
• Verify satisfaction

Seven Keys to a Positive Mental Attitude
Explores the key essentials to developing and keeping a positive attitude on your job and in every aspect of life. 30 minutes

• Choose Your Attitude
• Visualize Success
• Resist Negative Influences

How to Avoid Emotional Leakage
Prevent stress from "leaking" through the phone wires. 10 minutes

• Realistic illustrations
• Applies to everyone
• 5-step solution

How to Treat Every Caller as A Welcome Guest
Create a great first impression while handling a high volume of calls. 10 minutes

• 3-part greeting
• Handling many lines ringing at once
• Acknowledging the caller’s request

How to Handle the Irate Caller
Quick tips for diffusing angry callers. 15 minutes

• The A.S.A.P. technique
• What to do if someone starts swearing
• Why you should never make excuses

Essential Elements of Internal Customer Service
Helps employees realize we are customers to each other. 25 minutes

• Knowing your role
• The BIF approach
• Internal service is everyone’s responsibility

How to Deal With the Foreign Accent
Awareness makes communication easier with foreign speaking customers. 20 minutes

• Five point awareness program
• Celebrates diversity

That's Just Rude!
Exploring the Rudeness Matrix. 14 minutes

• Intentional vs. Accidental Rudeness
• Rudeness by omission
• Rudeness by commission

Maintaining Customer Relationships
The importance of follow up after the sale. The five most common scenarios. 15 minutes.

• No ulterior motive call
• Sandwich technique
• New contact situations