In working with our clients over the years to create telephone skills training that is practical and cost-effective, we have developed many tools and written many articles that you may find helpful. Please feel free to use and/or distribute any of the resources below. Please note - we refresh this list every few days, so stop back soon and we will have additional resources for you.

Creating a Spirit of Service

Positive Telephone Communication

Managing and Motivating Young Workers

7 Common Communication Errors

Communicating Under Pressure

Criticism and Complaints

Dealing with Difficult Customers

Handling Grumpy Co-workers

Upselling and Upservicing

5 Keys to Clear Communication

Active Listening

Commitment to Improved Communication

Customer Satisfaction Survey

5 Keys to Effective Customer Service

Customer Service 101

Customer Service Action Form

Defining Customer Service

Getting Employee Feedback

Handling Perpetually Grumpy Co-workers

Learning Issues for Young Employees

Making a Positive First Impression

Managing and Motivating Gen X

Minimizing Cancellations and Returns

Positive Telephone Communication

Responsibility for Communication

The Importance of Honest Communication

Understanding Customer Needs

Up-selling and Up-servicing

Resolving Customer Conflicts