Assessment & Skill Development

  Customer Service Training

          –  Telephone Customer Service
          –  Email Customer Service
          –  Everyone Customer Service
          –  Manager Customer Service


Service Essentials

Four Customer Service Skill Building Courses / Programs are available

Participants learn to identify different styles, adapt their behavior to better meet their customers' needs, and build relationshipse.

Service Essentials for Telephone
Eighty-six percent of the message customers receive on the telephone is conveyed through customer service representatives' tone of voice. This courseware instills fundamentals of excellent telephone skills and develops critical tone-of-voice skills. Participants can also learn to identify different customer styles, adapt their behavior to better meet their customers' needs, and build relationships. This program covers:
     –  Creating service attitude
     –  Managing call process
     –  Putting caller on hold
     –  Transferring call
     –  Taking messages
View more Service Essentials for Telephone course information


Service Essentials for Email
Communication via email requires a unique set of specific skills that are different from face-to-face or telephone skills. This courseware include:
     –  seven essential practices for email
     –  strategies to effectively manage email
     –  identifying types of email communication
     –  tips for sending and receiving email
View more Service Essentials for Email course information


Service Essentials for Everyone
Re-energize your staff with these essential skills for excellent customer service. Give your staff the basic skills, attitude, and aptitude to delight your internal and external customers. Topics include:
     – attitude of excellent service
     – identification of customer needs
     – thoughtful body language and words
     – uncompromising service at every contact point
     – conflict resolution
     – tips on exceeding customer expectations
View more Service Essentials for Everyone course information


Service Essentials for Managers
Managers set the stage for customer service excellence. Energize Managers to create an environment that works for customers and your staff. This comprehensive training process will build the infrastructure for excellent service.

This program covers:
     –  Inspiring people
     –  Managing feedback and communication
     –  Measuring service
     –  Recognizing excellence
View more Service Essentials for Managers course information


Contact us for more information.

DiSC Customer Service Action Planner
The Increase customer satisfaction and service by identifying your customers’ primary needs and their preferred approach to communication and problem solving. More Customer Service Action Planner information.


DiSC Talk! Action Planner – Telephone skills
Customer communication is a critical key to success whether the challenge is customer Service, help desk / support, telemarketing, telephone sales, or fundraising. More Talk Action Planner for telephone skills information


We accept credit cards on all orders. Volume pricing is available.

View information about becoming an Inscape Publishing Distributor.

Inscape Publishing - individual, team, organizational performance - a discount for most Inscape products when purchased online - volume discounts also available



If any of these products are not exactly what you want, please place an inquiry.

 Tuesday, February 07, 2012

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