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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


Craig latest book:
Stellar Service!
Merge Now with Wow to
Create Customers for Life!



Post-training celebration!
We scratch each others' backs
and never drop the ball
when we deliver Stellar Service.



Download Craig's 2011 PDF brochure of his popular Customer Service programs here
.

 

Stellar Service: Delivering Top-Drawer Service for Bottom-Line Results

The Voice of Customer Service: Delivering Great Telephone Support

Turning Customer Service Inside Out (Internal Customer Service)

Paying Attention to Retention

Mastering E-Comm: Effective E-Mail Communication

Dealing With Difficult Customers, Questions and Questioners

Teaming With Success: Teambuilding for Call Centers and Help Desks

Orchestrating Leadership

The Lighter Side of Customer Service / Help Desk Humor


Stellar Service!
Stellar Service! teaches you myriad strategies, methods and techniques for successfully serving your customers with style, swiftness and aplomb. You will walk away with a checklist of action items to immediately and instantaneously implement. It’s time you Express Your Excellence!


Excerpted from his book Stellar Service!, this presentation addresses customer service in person, over the telephone, through the Internet, and also addresses dealing with problem customers. Examples and role plays augment the instruction and stories used to teach improved customer service techniques. To learn more you can download a PDF file, click the web icon for a fuller description, read Craig's published article(s) on the subject, or buy his tips booklet.

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Stellar Service: 21 (of 101) Tips for Service Success
Customer Service Book
Download PDF Read detailed Web description Read Article Buy Craig's
Book

 

The Voice of Customer Service!
Delivering great customer service over the telephone means more than answering the phone on the first ring, or being polite and courteous to callers. Great phone support means managing yourself, your caller, the equipment and the process, so as to resolve problems, retain customers, strengthen relationships and leave callers with that "warm happy feeling" of being valued and cared for. Craig shows you how, experientially, through role-plays, scripts and interactivity. Please hold momentarily while I transfer you to the success line! To learn more you can download a PDF file, click the elevator for a fuller description, read Craig's published articles on the subject, or even buy his tips booklet.

web page
The Voice of Customer Service
Download PDF Read detailed Web description Read Article Buy Craig's
Special Report

 

Turning 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.
Turning Customer Service Inside Out (PDF)
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Stellar Service!
Download PDF Read detailed Web description Read Article Buy Craig's
Tips Booklet



Pay 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!
Paying Attention to Retention (PDF)
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Stellar Service
Download PDF Read detailed Web description Read Article Buy Craig's
Tips Booklet



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!
E-Mail Efficiency (PDF)
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Download PDF Read detailed
Web description
Read Article Buy Craig's Manual


Dealing With Difficult Customers, Questions and Questioners
Are you on the front line or firing line?  Are you forever on the hot seat at work? Are you forced to handle difficult questions from difficult questioners?  Handling Difficult Questions and Questioners fortifies you with proven strategies to respond to hostile questions, hostile questioners and volatile situations you will inevitably encounter.

PDF
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Download PDF Read detailed Web description Read Article  


Teaming With Success
Are you ready to form the team? Join the team? Lead the team? Learn the keys to effective team building. Understand how shared objectives can lead to shared success. Learn effective ways to form, motivate and lead teams for maximum effect. Identify common obstacles to team building and how to overcome them.

PDF
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Download PDF Read detailed Web description Read Article  


Orchestrating Leadership
Whether you're a V.P., manager, director,coordinator, teacher, coach or parent, you are a leader. ORCHESTRATING LEADERSHIP teaches you to become a more successful and effective leader. In ORCHESTRATING LEADERSHIP, an interactive program involving music, we inventory your current leadership skills and proclivities,and demonstrate how in every role and situation there is a "leadership" response. By understanding the components of effective leadership you become better able to lead.

PDF
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Craig's Leadership Pocketbook
Download PDF Read detailed
Web description
Read Article Craig's Leadership
Pocketbook

 

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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HumorUs!
Download PDF   Read Articles Buy Craig's "HumorUs"

 

Read them here.

Craig's customer service products allow you to dig deeper!

Customer Service Products

Buy them here.

 


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To schedule an engagement,
contact Craig by email: Craig@ExpressionsOfExcellence.com
or by phone: (510) 547-0664.

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Craig's Free Monthly E-Zine on Customer Service & Communication Skill Building.