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SERVICE TECHS - What minimum sales revenue goal does your company expect from you every week?
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View Survey Results
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There is no single activity that the Service Business employee spends more time doing, (and less time improving), than using the telephone. Most businesses are offended by the notion that their phone skills are not good. What's the big deal? It's only a telephone! Or is it?
If you are trained, scripted and tested for every situation, Your Company, the Managers, the Owners and YOU will save time.
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DOWNLOAD: The Charitable Corporate Citizen
By Julie Crisara
This special report is a result of our Office Works TV national office meeting held on January 9th, 2008. The meeting was titled, "Becoming An Icon In Your Community." We decided that the information we discussed that day was so life changing and powerful that it merited further documentation. After much hard work and research on the subject this special report became the result. We hope you use this information to connect to the greater mission of corporate social responsibility and leaving your own legacy. We know that it has left us considering our own place in this world and the footprint we would like to leave behind. . . . keep reading
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DOWNLOAD: The Top 10 Customer Service Mistakes E-Book
By Joe Crisara
Customer service may be the most valuable asset your company can have. Especially in today's demanding service environment. Consumers today don't just expect great service from you, the usually wind up either getting it or moving on to your competitor. Can you afford to make mistakes with your customer service? The difference can be as plain as whether or not your business will still be here next year or not. In short, you cannot make mistakes that commonly happen over and over . . . keep reading
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ARTICLE: Customer Loyalty - What's Love Got To Do With It?
By Joanna Brandi
Customer Loyalty, we all want it. Don't we? Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Some say that customers have changed and that the pursuit of loyalty is foolish, since it's the customers that are not interested in it. I don't agree. Loyalty is not DEAD, it's just sleeping. . . . keep reading
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DOWNLOAD: Nato Phonetic Alphabet
The NATO phonetic alphabet is the most widely used spelling alphabet. The NATO alphabet assigns code words to the letters of the English alphabet acrophonically so that critical combinations of letters (and numbers) can be pronounced and understood by those who transmit and receive voice messages by radio or telephone regardless of their native language, especially . . . keep reading
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E-BOOK: Retaining Customers By Handling Concerns
Sometimes in our busy day to day struggles to run a contracting company we lose sight of the importance of keeping customers happy to the degree that they will return. This leads us to the question of how important is it to know how to handle disgruntled or dissatisfied clients. Well. We can start with the premise that customers are the primary reason for us being in business to begin with. . . . keep reading
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OFFICEWORKS REPORT: 7 Steps To Organizing Your Office
By Julie Crisara
Whether you already have an office, are moving into a new one, or are just moving into an office for the first time after working out of your home, the thought of setting up or organizing your office can be a daunting task. We usually find ourselves swearing to "get things organized around here for the last time." Let's face it. It can be very difficult to find something that we need . . . keep reading
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SCRIPT DOWNLOAD: How Much Do You Charge For a LB. of Freon?
By Joe Crisara
"How much do you charge for a pound of Freon?" This is a frustrating question because you know if you answer it the caller will invariably hang up and keep shopping. But wait. Who says that you have to answer this dysfunctional question? Definitely lying about "not knowing" doesn't make you look like the expert that you are. Not lying but intentionally holding back never feels right either. . . . keep reading
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DOWNLOAD: "We're In The Neighborhood" Tune Up Tele-Marketing Script
Joe Crisara
This is a great telemarketing script to use with any phone list to pick up new business. This is called the "We're In The Neightborhood Phone script." You can use this by having CSR's call people who are on the same street you are doing calls on today. You can also just call your own customer list . . . keep reading
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DOWNLOAD: Customer Service Checklist
By Joe Crisara
Use this checklist as a guide for deciding what your customer service team should be doing to give your customers the appropriate level of service and attention to make them raving fans and to increase the value of your services. It will help you and your staff quickly become aware of basic service procedures and standards. Use it as a tool to help you determine what should be done, how it should be done and who should be doing it. . . . keep reading
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CSR Script Posters
Do you ever pull your hair out when listening to your people answer the phone? Can't they remember what to say? Now you can post these large visual CSR script posters or pages that can be put on the wall in your CSR room or where ever the phones are anwered. They are also effective printed and placed in a script "easel" binder for quick reference as well. . . . keep reading
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Job Description
Joe Crisara
The ZIP file contains a MS Publisher and PDF file for a job description and job procedure for a customer service representative. . . . keep reading
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5-Part CSR Training
Joe Crisara
This is a part part system that you can use to eduacte new or existing CSR's on the process to answer you phones and perform other duties correctly. . . . keep reading
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The Truth About Customer Service Posters
These four posters illustrate all of the fundamental truths about working as a CSR in a service business. These are effective to remind everyone that there is a price to be paid when we violate the natural laws of customer service. It also shows the rewards that can be theirs if the stick to the fundamentals. . . . keep reading
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ContractorSelling BLOG
