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Speaker • Trainer • Consultant • Coach • Facilitator • Emcee |
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Speaker • Trainer • Consultant • Coach • Facilitator • Emcee |
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| Customer Service Programs | ||||||||||
 Craig, in blue shirt with Call Center CSRs |
 Craig extols mirrors and headsets |
 Craig (holding cellphone squeezie) with workgroup following his Call Center Training |
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The Voice of Customer Service: Delivering Great Telephone SupportTurning Customer Service Inside Out (Internal Customer Service) Paying Attention to RetentionMastering E-Comm: Effective E-Mail CommunicationDealing With Difficult Customers, Questions and QuestionersTeaming With Success: Teambuilding for Call Centers and Help DesksOrchestrating LeadershipThe Lighter Side of Customer Service / Help Desk HumorThe
Voice of Customer Service!
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Customer Service Inside Out (Internal Service) How your Company's Internal Customer Service Affects Your External Customers. While attention is rightly focused on delivering quality customer service to external customers, how effective is your internal customer service? Are you treating other departments with as much attentiveness, courtesy and understanding as you accord your external customers? Learn how communication, teamwork and an appreciation of the bigger picture all translate into better external customer service. After all, we're all in this together. To learn more, select the icon below that best suits your needs.
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Attention to Retention In a competitive marketplace are you retaining your hard won customers and clients? While companies feverishly attract new customers and clients are you losing yours through the back door? Craig shows you how to keep existing customers happy, healthy and satisfied. The ball's in your court!
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| Mastering
E-Comm: Effective E-Mail Communication
Understand how to send effective, service-oriented E-mails and master E-comm! In today's business world. E-Mail is a common and accepted mode of communication, with both advantages and disadvantages, strengths and weaknesses. Develop your checklist for when you should (and shouldn't) use E-Mail, learn the best use of subject lines, signature lines, white space, CC and BCC, and actually edit real life e-mails for readability and simplicity!
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Dealing
With Difficult Customers, Questions and Questioners
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Teaming
With Success
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Orchestrating
Leadership
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| The
Lighter Side of Customer Service (AKA Help Desk Humor) Call centers, help desks and customer service departments are high-stress environments. Yet there's humor to be had. We look at the lighter side of complaints, customers and customer service. Whether writing service haikus or role playing cranky calls from cantankerous customers, he and she who laughs, lasts!
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