If you’re in the business of serving customers, sooner or later you’re going to experience challenges where your company, your product or your service comes up short. What do you do when something goes wrong?... 

Proper questioning techniques are key when gaining needed information from a caller or customer. High level questioning techniques are a learned skill. 

A powerful management development resource. This content-rich training tool explains the differences between training, coaching... 

This course identifies six practices which will help service providers offer a more positive experience for their customer. 

Listening is a critical component when determining the needs of your customer. Does everyone listen? 

Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. 

To be truly successful in addressing customer needs, everyone, regardless of job title or responsibilities, must bring passion, motivation and a personal commitment to delivering exceptional service. 

Performance appraisal meetings are often dreaded by both the manager and the employee. However, handled correctly, the appraisal meeting can be an invaluable opportunity to learn, grow, and increase motivation -- on both sides of the table. 

As organisations change with increasing speed, so does the pace in which employees must respond. Employees need the skills to react smarter, adapt faster and engage together in the face of change. 

WAYMISH is an acronym for: Why Are You Making It So Hard…for me to give you my money? It represents all the slights and indifferences made by employees and organisations that lead customers to believe that you don't really want their business. 

The Container Store has been one of Fortune magazine’s TM top “100 Best Companies to Work For” for five years in a row. It is a leader in customer service and it has a reputation for having the most enthusiastic and positive employees around. 

Life doesn't come with a pause button and ethical dilemmas demand instant clarity. The Moment of Truth training package addresses this problem head-on by giving employees a practical guide for making better decisions. 

As our world becomes increasingly interconnected, people increasingly encounter problems when communicating with people from other cultures. 

Love Your Customers and Love Your Difficult Customers shows that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer. 

Here are 72 situation-specific, high-quality video clips you can use to tailor your customer-service training in areas such as attitude, communication, problem solving, service recovery, supervising a customer-service department, and more. 

This programme features the remarkable team at the Four Seasons Restaurant in New York City (for 40-years one of the top-rated destination restaurants in the world) and the principles they live by. 

Part of the 'Compliance is Just the Beginning' series, program 2 presents us with 8 dramatized scenarios, representing familiar ethical issues. 

Part of the 'Compliance is Just the Beginning' series, program 1 introduces the process and teaches us 3 steps we can take when faced with tough ethical choices. 

Don't let the "meeting robbers" derail your meetings and prevent successful outcomes. 

Do Respect is a short, animated program that encourages employees to act in ways that enhance workplace culture.