Customer Service Tools

Soft Skills

This article discusses recent research into what customers value in the current economy.

You have no doubt heard the expression “The customer is always right!” and I suspect many of you have contemplated this when dealing with an uncooperative service provider. But, is this really true? The answer to this question is absolutely critical! Critical, that is, if you are interested in customer retention and building long-term customer loyalty. Understanding the answer to this question starts by …read more

What not to tell a client (even if you’re dying to) 

Ally Bank “Toys”

to give someone “the run around


Phone Etiquette Training

Phone Skills Trainer Lesson: Essential Telephone Etiquette

Telephone Etiquette 

Top 6 Ways to Get An Angry Customer to Back Down

Five Steps to Turn Customer Complaints into Loyal Customers

This article offers five simple steps that every organization can follow, if they choose to.

Angry customers can seem like our worst nightmare.  But, if you handle them right,they can be your company’s best friend.  Because when you listen to angry customers, you get a lot in return.  Complaining customers often have valuable information about …read more 

Call handling Skills

How To Practice Good Phone and E-mail Etiquette At Work


Transforming Bad Habits 

Article Excerpt From: Personal Success

Your habits have been developed from early childhood as the result of things that you have chosen to do, or not to do. Your entire life is the result of your past choices and decisions. And like all of us, you probably have some bad habits that have held you back from your true potential. But here’s the good news: Since you are always free to choose, you can make new choices and decisions today that will determine what happens to you in the future…


The kid and the red truck ‘It’s a piece of junk ‘ Commercial about fine print


Ally bank “Eggs”

“Don’t Put all Your Eggs in One Basket!”

Fine Print – “Pony”



Ally – “Hide”

Ally Bank Bike Commercial

Ally – Ice Cream Commercial


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