The Training and Development department offers several resources that you can use to reinforce a gold standard of service in your workplace.
What Do You Say?
This one-day program provides practical, realistic answers to difficult customer service situations. Participants will gain the information and skill building opportunities to avoid common pitfalls and get new ideas for treating each of their customers like a welcome guest.
Writing Effective Emails
Learn how to improve the quality of your email messages by focusing on style, tone and clarity. Discover ways to write reader-focused messages even when delivering difficult messages.
Point of Impact
With its humorous context, Point of Impact provides a positive, palatable approach to learning customer service skills. The video presentation is just 16 minutes and comes with a Facilitator's Guide to assist you in getting the most from the video.
The Customer Service Professional's "Handbook of Essential Phone Skills"
Part of the Service Success Guide series, this eleven page handbook covers topics like voice quality, how to avoid the pitfalls of phone service and more.
1001 Ways to Reward Employees by Bob Nelson
This time-tested book is a guide to rewards of every conceivable type for every situation. Find innovative ways to recognize and reward use of the Maroon and Gold service skills.