TOOL DOWNLOADS
For Managers
"Nurturing a Culture of Service"
How do you nurture a "culture of service" in which employees want to contribute to customer satisfaction and loyalty? We believe you begin with... read more
"7 Customer Service Equations"
No matter how strong your brand, customers don’t do business with it. Here are seven equations to do business by... read more
"First Call Resolution Readiness"
In our opinion, one of the top two customer expectations is this: somebody to handle my issues quickly —during our first conversation, if possible. (The other is not having to wait too long to get that person.)
How do we help service personnel increase their first call resolution metrics? Here is our checklist of six elements... read more
For Service Providers
"5 Strengths of Service Providers"
How does a customer service professional summon genuine, confident and consistent
delivery of excellent customer service time after time, call after call, email after email? Our experience in the field with very different types of companies and organizations leads us to believe that consistent customer service excellence grows out of...
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"Problem-Solving"
We believe excellent service providers know how to be balanced, caring problem-solvers who bring options to their customers' dilemmas and needs. We offer these powerful basics...
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"Telephone Etiquette"
Phone etiquette is part of your professional brand. Here are a few telephone basics... read more
"Email: When to Use It; When Not"
Email, the most frequently used communication tool for many of us, can become one of the biggest barriers to customer service (with internal and external customers) when used carelessly. Here are some reminders... read more