RESOURCE CENTRE
 

Tip Sheets & Articles

The following tip sheets have been created to provide you with "nuggets of information" you can apply with your team!  Please feel free to download, print them and share them with others in your company.

Motivation and Recognition Ideas - (24 KB)
Ten Ways to Raise Staff Morale - (28 kb)
Become Your Own Customer - (36 kb)
Active Listening - (36 kb)
Deadly Service Attitudes - (24 kb)
Positive Projection Over the Phone - Phone Tips - (28 kb)
Steps to Rescue a "Drowning" Customer - (28 kb)

Customer Bill of Rights

4 Keys to Conquer Conflict

Team Conflict - Healthy or Destructive?

Results-Based Coaching: 

Think About It - Recognizing Your Employees (a practical exercise for you to complete)

The above documents require Adobe Acrobat Reader. Please click on the image to the left for your free download.

Jayne Kowal
Author

Jayne Kowal has published articles on customer service in a number of business newsletters, and writes monthly for our free e-newsletter InterACTIVE.  Here are a few of our articles.   We also add new content (training activities, quizzes, articles, etc.) on our InterACTIVE Community Members site every month.  Resources in this area are also FREE and available to members.  If you aren't yet a member, click here to find out what it is about.

The Customer Report Card The success of your organization lies in the evaluation from its most important asset - the customer! The Customer Report Card explores two key assets to gaining an A+ related to Call Centre operations: employees and technology.

EMPOWER your team contains 7 critical elements of the EMPOWER model designed to increase employee job satisfaction.

Differentiation Based on Quality Service explores the difference between core and quality service in a Call Centre environment, types of training and tips for selecting a trainer.

Making Customers Feel Important provides simple strategies using the word V.A.L.U.E.

Email Jayne : jayne@customerserviceworks.com