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CUSTOMER SERVICE: List of resources
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Insights and Strategies Series
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Inspire best practice performance with up-to-date knowledge, insights and strategies from a range of business leaders ...
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Switch On - Service
from the series:
Switch On Series
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Switch on Service is a course designed to develop and maintain positive service attitudes in all staff that provide s...
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Switch On Series
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The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinki...
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Getting Motivated
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An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive min...
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Enhancing Service
from the series:
Cutting Edge Communication Comedy Series 1-80
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Listen to customers, build rapport and deminstrate you care by being efficient, knowledgeable and a problem solver.
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Teaching Greetings
from the series:
Cutting Edge Communication Comedy Series 1-80
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Carlos needs training in reception skills. Carol is critical of his pronunciation and poor English, so she delegates t...
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Damage Control
from the series:
Difficult People and Situations Series
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In Damage Control you will explore a case study of a product launch delivery disaster and a very angry client - all s...
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Managing Difficult Customers and Complaints
from the series:
Sales and Service Masterclass Series
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Ideal for group training and self-development..with excellent workbook and handouts.
Psychologist Peter Quarry and a ...
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Overcoming Objections
from the series:
Sales and Service Masterclass Series
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Ideal for group training and self-development. With excellent workbook and handouts.
Psychologist Peter Quarry and ...
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Passion for Service Excellence
from the series:
Workplace Excellence Series
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See the difference when people want to provide exceptional service. Learn that when you’re passionate about you...
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Presenting with Impact
from the series:
Sales and Service Masterclass Series
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Ideal for group training and self-development. With excellent workbook and handouts.
A panel of sales experts hoste...
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Sales and Service Masterclass Series
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Ideal for group training and self-development..with excellent workbook and handouts.
Psychologist Peter Quarry hosts...
More...
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The Phone as a Friend
from the series:
Sales and Service Masterclass Series
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Ideal for group training and self-development..with excellent workbook and handouts.
Psychologist Peter Quarry and a ...
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Overcoming Personal Barriers to Diversity
from the series:
Take Away Training Series
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Just about every organisation is interested in diversity and has introduced policies and programs that support diversi...
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Advanced Sales Techniques
from the series:
Take Away Training Series
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This program shows how to overcome six typical challenges faced by experienced sales people.
A great way to encoura...
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10 Essential Reception Skills
from the series:
Take Away Training Series
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Learn the ten top reception skills, including professional presentation, dealing with multiple demands and visitors.
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Dealing with Abusive & Threatening Calls
from the series:
Take Away Training Series
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Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally.
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Sales & Service Turn-Offs
from the series:
Take Away Training Series
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Identify the ten core principles of excellent service and what typically turns customers off.
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The Power of Empathy
from the series:
Take Away Training Series
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Discover the benefits of empathy. Learn techniques for getting out of the 'anger trap' and dealing with emotio...
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Conveying a Professional Image
from the series:
Hotlines Series
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People in call centres are the window into their organisation. They need to present a professional image over the phon...
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Handling Upset Customers
from the series:
Hotlines Series
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One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t...
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Hotlines Series
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Hotlines is an entertaining video-based training package for call centre staff developed by psychologist Eve Ash. It i...
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Managing Anger & Abuse
from the series:
Hotlines Series
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When customers are angry it is important to deal with them effectively and professionally.
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Satisfying Customers
from the series:
Hotlines Series
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Call centre professionals have to be knowledgeable about their products and services so they can offer advice and alte...
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Solving Problems
from the series:
Hotlines Series
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When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful whe...
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Business Etiquette
from the series:
Take Away Training Series
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Learn how business etiquette can improve your dealings in all aspects of your business.
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Handling Complaints
from the series:
Take Away Training Series
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Resolve problems and gain positive outcomes from difficult situations.
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The Spirit of Service
from the series:
Take Away Training Series
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Learn behaviours that internal and external customers love, so you deliver excellent service.
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Effective Listening
from the series:
People Skills Series
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Learn the five key skills of effective listening - show interest, focus on the key issue, summarise and check, listen fo...
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Staff Can Do Too
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Teach frontline staff to meet customers' needs with the CAN DO formula.
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