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OnDemand Course: Forbidden Phrases All Customer Service Professionals Should Avoid

Forbidden Phrases All Customer Service Professionals Should Avoid

Improve your customer service communication, prevent mishaps, and build trust quickly with these proven skills.We all know that customers are vital to businesses, and repeat customers are even more important than are...

Live Webinar: Tips for Managing Customer Expectations

Tips for Managing Customer Expectations

Gain a better understanding of how to build relationships by managing customer expectations. Recently, I was in a business-to-business (B2B) sales training meeting, and the facilitator asked the group, ‘when you...

Live Webinar July 21, 2022 1:00pm EST

OnDemand Course: Providing Exceptional Customer Service to a Diverse Customer Base

Providing Exceptional Customer Service to a Diverse Customer Base

Learn how to recognize customer diversity and provide excellent service and value to a diverse customer base.Minorities are the fastest growing consumer group in America.

OnDemand Course: Customer Service Fraud Detection and Prevention

Customer Service Fraud Detection and Prevention

Gain an understanding of the characteristics of customer service fraud in the workplace and what you can do to mitigate against it.The global pandemic changed the way we do business and interact with our customers in...

Available as OnDemand Course, MP3 Download

ASAP PACE, IAAP credit available

OnDemand Course: Is Escalation the Answer? Trading off Skill-Based Routing vs. Escalation to SMEs and Supervisors

Is Escalation the Answer? Trading off Skill-Based Routing vs. Escalation to SMEs and Supervisors

CSRs have to escalate due to lack of skill or authority, or occasionally because of inability to handle a customer's emotional outburst. Their need to escalate can be reduced via more skill and authority but there is a...

OnDemand Course: Privacy Policy Do's and Don'ts for Customer Service Professionals

Privacy Policy Do's and Don'ts for Customer Service Professionals

Understand how to monitor and address customer privacy issues and compliance changes with the customer service department. In an era where data breaches appear to be the norm, protecting vital customer data is...

Available as OnDemand Course, Video, Video

OnDemand Course: Common Customer Service Legal Issues

Common Customer Service Legal Issues

Understand common issues that frequently arise in interacting with customers and how to avoid legal complications.A customer service team is the face of the company and often the first point of contact with a customer.

Available as OnDemand Course, MP3 Download

ASAP PACE, CLE, IAAP credit available

OnDemand Course: Complying With the TCPA's and TSR's Do Not Call Provisions

Complying With the TCPA's and TSR's Do Not Call Provisions

Understand the TCPA's and TSR's Do Not Call requirements and learn best practices to contact consumers in a compliant manner.The Telephone Consumer Protection Act (TCPA) is a favorite consumer protection statute amongst...

OnDemand Course: How Not to Get Sued: Customer Service Strategies to Prevent Lawsuits

How Not to Get Sued: Customer Service Strategies to Prevent Lawsuits

Gain a better understanding of effective customer service strategies to minimize risk of liability lawsuits.Given the current demanding client service business environment businesses compete in and the litigious times...

OnDemand Course: When the Problem Extends Beyond the First Call

When the Problem Extends Beyond the First Call

The majority of customer dissatisfaction, center preventable cost and employee frustration all come from those issues not handled to completion on first contact.

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