Instructional

Harassment Prevention DVD

Empathy Muscle DVD

We all know the term Intelligence Quotient better known as IQ, but there is also Emotional Intelligence which is another kind of smart which effects 58% of your performance, your physical health, your mental health and your relationships. In fact, people...

Email is the preferred choice of communicating for most of us and most of us are overwhelmed by the amount of emails we receive each day. In fact, we spend 13 hours a week or 28% of the workweek managing emails. While milllenials prefer improvised...

It takes a very special individual to excel at customer service. The skilled individual is adaptable, articulate, attentive, caring, compassionate, confident, curious, flexible, friendly, goal-oriented, helpful, kind, motivated, patient, persuasive, a...

The term call center was first published by the Oxford English dictionary in 1983. It is not just a department, it is a reflection of the company. And everyone in the company must agree they need customers. If you work for pay, the customer guarantees...

The internet makes complaining easy - but comments and statistics are the roadmap to marketing and improvement. Statistically, consumers are engaged, informed and have limited time to make purchases. Do not lose them due to poor customer service, poor...

The best way to handle a difficult customer is to put the word "difficult" in perspective. A customer perceived as difficult may be more in the eyes of the customer service representative or company than the customer. Customers react to stress and...

Learn how to prepare your mindset before taking a call. We will learn good phone techniques and the key to great customer service. Every person that walks into your store, contacts you by phone or online is entitled to your respect, your assistance and...

Compassion Fatigue is a combination of physical, emotional, and spiritual depletion associated with caring for people in significant pain and physical distress. We are proud of the professionals and the volunteers that follow their passion to help the...

Common sense is the ability to think and behave in a reasonable way; to make a decision based on a simple perception of tghe situation or the facts. We all have an impact on business - either as a customer or worker. More than 13 million working days are...

We all wish for things to be better and more effective yet often dread, if not fear, the steps for improvement and our current routine. By learning to accept that change is natural, we can begin to adapt more quickly. Keep in mind you do not have to like...