Everything we do centers around what Edward Demming referred to as "constancy of purpose". Simply stated, if something is important, it must be practiced and discussed every day.  We teach this via two fast-paced webinars:

Webinar 1 - The Basics - Customer Service Everyday
Customer Contact Individuals
This webinar deals with the basics to be practiced with every customer contact. specific, regular communications tips for both telephone and interpersonal communication. Attendees will learn to "brand" their customer contact to create memorable experiences for customers. This class covers the different types of customers and how to deal with each type as well as how to practice "every contact" methods. Attendees receive behavioral assessment reports.

Webinar 2 - Constancy of Purpose
Managers and Supervisors
This webinar deals with identifying and understanding the different behavioral styles and how to use this knowledge to reduce me/you, me/job, and me/customer conflict. Also covered are "best practices" from leading customer service providers and how to keep these alive in any sized company. Also included is a review of the basics from webinar 1 for customer contact individuals as well as the importance of customer and employee feedback.  Attendees receive behavioral assessment reports.  

It is recommended that Managers and Supervisors attend their training prior to Customer Contact Individuals.