Good Customer Service Skills

Good customer service is all about giving your customers the opportunity to express their desires or dissatisfactions, then doing everything reasonable to make those desires happen. It’s not just a warm fuzzy. It’s not just about technology. And it’s unique to your organization.

Companies of all sizes and in all industries have learned fundamental tactics, such as replying to answering calls within 3 rings, responding to queries within 1 business day, using forms to capture information instead of “mailto” links, requesting feedback on product information sheets, and so on. However, one company’s program cannot be taken like an air conditioning system and “installed” at another company.

Caring about a customer is an expression of an internal value more than reading a script. Organizations can do a great many things to foster an environment where people are given the authority to act to satisfy customers. Excellence in any job function doesn’t happen by accident, and customer service is no exception.

Avoid surprises by hiring the right people and training them.

Customer Service Commitment

Customer Service Effectiveness

Improving Customer Service Training Tools

Telephone Customer Service

Complaint Handling

Achieving Customer Service Excellence

Customer Service Books

Hiring for Good Customer Service Skills

Customer Service Skills Training and Assessments

Customer Service Commitment Profile (Online)

This online Customer Service Commitment Profile looks at how much commitment exists for service excellence to customers from two perspectives - the individual's view about their own commitment, and about what they see to be the commitment to service by the wider organization around them. This provides a detailed 'gap' analysis in six service categories. These are Service leadership and vision, the Voice of the Customer, Service standards, Empowerment for service, Process and systems alignment and Service rewards and recognition. A personalized report of results with development suggestions is included.

Availability: Online
Price: $8.50

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Customer Service Commitment Facilitator Guide (PDF Downloadable)

This Instrument Facilitator Guide provides sufficient information to run a full feedback workshop for participants who have completed the Customer Service Commitment Profile. Facilitators may use the material flexibly for any feedback event. The booklet contains a considerable amount of detailed explanatory information for each category with the instrument and also offers a number of possible exercises and discussion activities that may be used to help participants to better understand the whole subject.

Although there is flexibility to vary the length and shape of a feedback workshop, a pro-forma half-day program is included in the guide. Facilitators may add or subtract to the program as they wish to meet the needs of their participants.

Availability: Online
Price: $49.95

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Service Effectiveness Profile (PDF Downloadable)

This downloadable Service Effectiveness Profile instrument examines a broad set of skills and competencies most often associated with service excellence. Although there is some disagreement regarding what constitutes the particular service skills or competencies that people need most, it is possible to distill some key themes or broad categories from which most good service-givers will draw. In total, from extensive international research, seven competency categories have been identified. These are Temperament/Disposition, Attentive Listening, Communicating Clearly, Resolving Conflict, Engaging in Joint Problem-solving, Carefully Negotiating, and Building Warmth and Empathy.

Availability: Downloadable
Price: $9.50

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Service Effectiveness Profile (Online)

This online Service Effectiveness Profile instrument examines a broad set of skills and competencies most often associated with service excellence. Although there is some disagreement regarding what constitutes the particular service skills or competencies that people need most, it is possible to distill some key themes or broad categories from which most good service-givers will draw. In total, from extensive international research, seven competency categories have been identified. A personalized report of results with development suggestions is included.

Availability: Online
Price: $19.95

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Service Effectiveness Profile Facilitator Guide (PDF Downloadable)

This Instrument Facilitator Guide provides sufficient information to run a full feedback workshop for participants who have completed the Service Effectiveness Profile. Facilitators may use the material flexibly for any feedback event. The booklet contains a considerable amount of detailed explanatory information for each category with the instrument and also offers a number of possible exercises and discussion activities that may be used to help participants to better understand the whole subject.

Availability: Downloadable
Price: $49.95

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Service Effectiveness Profile Detailed Coaching Guide (PDF Downloadable)

This Detailed Coaching Guide provides sufficient information to run a full feedback workshop for participants who have completed the Service Effectiveness Profile plus detailed coaching tips and suggestions for facilitators, coaches and trainers using the profile with participants.

Availability: Downloadable
Price: $99.95

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Improving Customer Service: An RSB eLearning Course

An online eLearning course exploring the topic of Improving Customer Service through the use of video vignettes and an expert facilitator. Customer service has become one of the buzz words inside organizations of all shapes and sizes in recent times.

Crowning the customer as king is not a new concept, but expecting every employee to serve the customer or serve somebody internally who is serving the customer is a significantly different twist. This Customer Service Rapid Skill Builder booklet works from the perspective that the whole organization should be aligned to the
needs of the customer.

Availability: Online
Price: $60.00

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Improving Customer Service: An RSB Booklet (PDF Downloadable)

A short, practical, 12-page booklet on the topic of Improving Customer Service for personal/employee development or for use in conjunction with a Rapid Skill Builder course. Customer service has become one of the buzz words inside organizations of all shapes and sizes in recent times. This Customer Service Rapid Skill Builder booklet works from the perspective that the whole organisation should be aligned to the needs of the customer.

Availability: Downloadable
Price: $12.50
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Improving Customer Service RSB Cue Card Presentation

A short, 14 slide summary presentation of the key concepts from our RSB course on Improving Customer Service. Can be used to build a presentation, facilitate a discussion or as a take-away for a training.

Availability: Downloadable
Price: $14.95

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Improving Customer Service Storyboard

This One Page Coach® course shows you how to customise your operations. Tips on developing a clear service vision, strong partnerships throughout the supply chain and listening abilities have been designed to make your focus on the customer better than ever. This training guide summary sheet is a 2-sided document with a storyboard on one side and an application template or other supplemental resource on the reverse.

Learning Outcomes

• Lay the foundation for service readiness in the organisation.
• Provide a conceptual framework to view the organisation as an ‘inverted’ pyramid (with everyone focused in one direction – on the customer.
• Point the way towards delegating the necessary authorities and empowering front-line staff to deliver outstanding service.

Storyboard Headings

• Establishing a service vision.
• Mapping the supplier to customer chain.
• Assessing customer needs.
• Managing key processes.
• Piloting a service approach.
• Checking and assessing early results.
• Developing service standards.
• Applying service learning.
• Service empowerment.
• Service rewards.
• Service post auditing.

Availability: Downloadable
Price: $4.95
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Telephone Service Excellence: An RSB eLearning Course

An online eLearning course exploring the topic of Telephone Service Excellence through the use of video vignettes and an expert facilitator. Every call is an opportunity to provide service that adds value to a caller-this is the case whether the person on the other end of the line is an internal colleague or an external customer. The emphasis should therefore be on providing excellent telephone service: after all, without good service, there would be no business! No organization will survive if it treats its requests for information and assistance poorly, and initial telephone contact usually sets the tone. Because a telephone call will often be the first and most long-lasting impression a customer forms about your organisation, this eLearning course has been developed to help you create better first impressions and assist in coaching individuals in effective telephone skills. Many of the principles we will talk about are part of good telephone etiquette no matter who is on the line. Most people complete the course in about an hour.

Because a telephone call will often be the first and most long-lasting impression a customer forms about your organisation, this Customer Service Excellence Rapid Skill Builder eLearning course has been developed to help you create better first
impressions and assist in coaching individuals in effective telephone skills. Many of the principles we will talk about are part of good telephone etiquette no matter who is on the line.

Availability: Online
Price: $60.00

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Complaint Handling: An RSB Booklet (PDF Downloadable)

This Complaint Handling Rapid Skill Builder booklet takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organisation to make changes for the better.

Despite the fact that most of us recognise effective complaint handling to be of some value, surprisingly it is rarely treated as a serious topic that is worthy of specific focus. The low level of interest and/or focus on these skills usually arises because of two negative views, which are: (1) seeing complaint handling as a small and relatively minor part of broader programs (such as better customer service, negotiation skills, effective communication, conflict management etc); and (2) considering it to be a negative subject area or irritant (or even a necessary evil) when it occurs and therefore best handled by other more general management/interpersonal skills or by ignoring, minimizing or eliminating the complaint or complainant if possible. This booklet takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organisation to make changes for the better.

Availability: Downloadable
Price: $12.50
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Complaint Handling: An RSB eLearning Course

This Complaint Handling Rapid Skill Builder eLearning course takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organisation to make changes for the better.

Availability: Online
Price: $60.00

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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)  or  Call 800-803-4303.

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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.

Order 100 Activities and Actions for Customer Service Excellence

Customer Service Books

Excuses, Excuses, Excuses

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