Customer Service Skills Profile
This easy-to-use assessment solves one of your biggest headaches in customer service - ensuring consistency in your staff's performance.

How?  By giving employee a clear picture of their unique strengths and areas they need to work on - and the motivation to acquire all the skills of an all-around good customer service giver.

Employees can rate themselves in seven competency areas widely considered to be critical to the ability to provide exemplary service:

•   Temperament / disposition
•   Communicating clearly
•   Engaging in joint problem solving
•   Building warmth and empathy
•   Attentive listening
•   Resolving conflict
•   Carefully negotiating

The tool quickly generates insights that deliver results again and again as employees serioulsy consider how well they:

•   Demonstrate an open, give-and-take attitude toward other people and customers
•   Hear and understand customers and help them successfully convey what they think and feel
•   Make themselves understood when communicating with all kinds of people
•   Use a positive, constructive, and solution-focused approach whenever conflicts arises
•   Analyze situations and customer concerns and suggest actions that can help resolve problems
•   Negotiate to create mutually beneficial outcomes
•   Build a spirit of trust and sincerity to make customers feel they identify with them and care about their concerns

Customer Service Skills Profile - Pack of 5........$39.75 (Plus S/H)

Unlimited License Available  for as little as $5 per employee.  Call 800.803.4303

Customer Service Skills Facilitator's Guide ......$99.95 (Plus S/H)

Downloadable copy available..  Call 800.803.4303

Customer Service Commitment Profile

The Customer Service Commitment Profile provides a measure of service commitment in order to align an individual's preference with the organization service policies and strategies.  This assessment is available in both paper/pencil and online formats.

Customer Service Commitment Profile - Pack of 5........$39.75 (Plus S/H

Unlimited License Available  for as little as $5 per employee.  Call 800.803.4303

Customer Service Commitment Facilitator's Guide.......$99.95 (Plus S/H)

Downloadable copy available..  Call 800.803.4303

The online Customer Service Commitment Profile produces a comprehensive report that includes:

• Item-by-item analysis, summary, and improvement actions within the context of each competency;
• Complete coaching tips;
• A development plan;
• A "10/10" report based on the highest-development needs and the 10 greatest-strengths
• And a downloadable skills-development booklet.

Customer Service Commitment Online Assessment  ...........$20.00

Learning Points: 100 Activities and Actions for

Customer Service Excellence

In our increasingly competitive business world, it is beoming more and more important to provide the best possible service to customers.  Your customer service representatives are in a unique position to keep your customers happy and coming back.

With Learning Points: 100 Activities and Actions for Customer Service Excellence, you can be sure your employee know exactly what they need to do in any situation to provide the quality of service your company expects.  And your customers deserve.

These fun, engaging, and easy-to-use activities take only minutes to complete.  They contain a wealth of insights, tips, and guidanc that will create employees who....

• Understand the principles of customer service and how to apply them to build rapport, solve problems, and treat the customer with respect.
• Know how to keep customers by removing obstacles to customer service, really listening, finding the root causes of problems, and never taking short-cuts.
• Bring to the job knowledge of new ways to do business - from the Internet and voice mail to cellular phones, virtual meetings, and beyond.
• Add value to everything they do by providing extra touches, making things right, continuously improving and delivering outstanding service - even when they're busy.

Leaning Points: Customer Service Excellence include all activities

and actions on CD...........$34.95

50 Activities for Achieving Excellent Customer Service

Deliver high-impact customer service training that makes a difference. Teach your representatives how to create memorable customer experiences and meet changing customer demands. Order 50 Activities for Achieving Excellent Customer Service ...... only $139.95  (3-ring binder) NEW!  Downloadable copy available.  Call 800-803-4303

Excuses, Excuses, Excuses

Pre-Employment Tests For Customer Service

Learn how businesses are using he CLUES assessments for Customer Service to Screen Candidates and Increase Their Hiring Success Rate By Up To 103%!" More About Clues for Customer Service

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