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Frequently Asked Questions

Call Center customer service training skills

 

 

 

1. What is ServiceSkills.com?

 

ServiceSkills.com is an affordable and effective online learning platform which equips your staff with the human relationship skills needed to raise service levels, improve teamwork & manage more effectively.

This proven elearning system empowers your customer success team with access to 100+ skill-driven communication training modules spread across 11 distinct training series. Topics include the full spectrum of customer service, client retention, employee relations, team building, email etiquette, conflict resolution and management development topics.

ServiceSkills.com is a hosted solution, meaning there's no hardware to buy or software to install. Your team will sharpen skills and improve performance using any web browser. The platform is easy to use and intuitive to operate. Content is powered by Telephone Doctor, America's favorite customer service training brand, which has helped over 30,000 organizations improve the way they communicate. ServiceSkills.com is available via an annual, all-inclusive subscription and pricing is based on the usage tier level that fits your needs.

This interactive system features streaming video chapters, quizzes, post-quiz feedback, key point reminders and certificates of completion. A robust administrative management system is included to allow your managers to monitor performance, recognize gaps and track progress.


 

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Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper

 

 

2. What learning content is included with the ServiceSkills subscription?

 

Simply put, we provide skills and strategies to help your staff better communicate with customers and coworkers. This affordable online learning system offers your team access to more than one hundred skill-driven training modules. Topics include the full spectrum of customer service, client retention, team building, employee relations, email etiquette, conflict resolution and management development courses. Our training features video lessons, quizzes, answer feedback, key point reminders and certificates of completion. A robust administrative management system empowers your managers to monitor performance, recognize gaps and track progress. Click any series title to download a .pdf description sheet for that series.

  • Telephone Doctor® Customer Service Series - 14 Modules - America's favorite communication training series hosted by customer service expert Nancy Friedman. Validated by millions of learners, these courses cover the spectrum of customer care. Each module takes about 30 minutes to complete.
  • Service Matters℠ Roundtable Series - 12 modules - Learn from six service superstars who share their strategies about providing world class service. This "peer perspective" provides a valuable learning experience. Each module takes about 10 minutes to complete.
  • ServiceSims℠ Challenge Series - 12 modules - Engaging simulations feature wrong-way service situations followed by two distinct paths. Learners are challenged to think through each situation before choosing a response. Each module takes about 10 minutes to complete.
  • Email Matters℠ The Art of Better Service - 19 modules - Email communication is a fundamental component of everyday business life. There are dozens of important nuances which will ensure your customers and coworkers receive the level of service they deserve. Each module takes about 7 minutes to complete.
  • 8 Keys To A More Respectful Workplace℠ - 10 modules - What makes certain organizations such outstanding places to work? Chances are it boils down to how respectful the environment is. Diversity and inclusion are important elements if we expect our staff to perform at their best. This series illustrates eight fundamental concepts at the core of building an enlightened organization. Each module takes about 10 minutes to complete.
  • How To Be A Terrible Team Member℠ - 11 modules - Meet Human Resource Manager Jasmine Harris. Her organization has been hampered by high turnover, low morale, and team-related issues. She has identified a series of employee behaviors which are hampering her organization. Jasmine has recruited an Improv group to demonstrate each behavior - along with the effects on other team members. Get set to IMPROVE with IMPROV! Each module takes about 10 minutes to complete.
  • What To Say When℠ Team Building Series - 10 modules - Just-in-time team building and communication courses featuring Human Resource expert Hugh Murray. Each module takes about 10 minutes to complete.
  • What To Say When℠ Conflict Resolution Series - 10 modules - Just-in-time conflict resolution and employee relations courses featuring Human Resource expert Hugh Murray. Each module takes about 10 minutes to complete.
  • What To Say When℠ Mentoring Series - 10 modules - Just-in-time supervisory, coaching and management training courses featuring Human Resource expert Hugh Murray. Each module takes about 10 minutes to complete.
  • Newmarket Learning℠ Leadership Series - 6 modules - Supervisors will benefit from proven strategies to help them to best handle challenging personnel issues. Topics include Coaching Questions, Delivering Feedback, Personal Development, Using Competencies, Behavior-based Interviewing and Improving Performance. Each module takes about 45 minutes to complete.
  • Houndville℠ Animated Workplace Series - 10 modules - Short, colorful lessons bring awareness to common personnel dilemmas in an upbeat and humorous way. Topics include: Email Etiquette, Diversity, Ethics, Touchy Topics, Careless Errors, Safety, Cell Phone Use, Customer Diversity, Sexual Harassment and Valuing Learning Opportunities. Each module takes about 10 minutes to complete.


 

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Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper

 

 

3. What does an individual course look like?

 

Each colored horizontal bar is a distinct series. Each series contains between 6 and 20 learning modules. Click the various colored bars to view a representative video segment from a learning module in that series.

Telephone Doctor Customer Service Series

Service Matters Roundtable Series

ServiceSims Challenge Series

Email Matters Series

Respectful Workplace Series

How to be a Terrible Team Member Series

What to Say When Team Building Series

What to Say When Team Building Series

What to Say When Team Building Series

Newmarket Learning Leadership Series

Houndville Animated Workplace Series


Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper
 

 

4. How much is the investment in ServiceSkills.com?

 

Ever stop to figure the cost of losing just one customer? Or the expense of replacing a valued team member who leaves your organization because they lack the skills to handle their duties? ServiceSkills will help enhance your bottom line by improving customer retention and reducing employee turnover. ServiceSkills is all-inclusive and priced by tier levels. And the per-learner investment drops as you move to higher tiers. Over 120 individual communication training modules, full functionality and administrative management tracking are all included in one low annual fee.

Select the annual license tier level which makes sense for your organization:

ServiceSkills.com # OF LEARNER LICENSES
up to 25 up to 50* up to 100* up to 300* up to 1,000*
Annual Investment $2,490 $4,490 $7,990 $14,990 18,990
Contact us about an unlimited Enterprise-wide License
    * includes customized branded site

 

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Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper
 

 

5. What do your current clients say about ServiceSkills.com?

 

We work hard to have our customers swear by us and not at us :-) Below are some verified G2 Crowd customer reviews regarding their experience with our platform and team:

ServiceSkills.com reviews sourced by G2 Crowd

Read them all here.

 

Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper
 

 

6. Can you brand our platform with our logo & colors?

 

Of course! We've actually built over a thousand branded sites for current customers and we'd love to create one for your organization too. Your team members will visit your unique web address to access their learning and the images, slogans and colors are personalized for your firm.

 

Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper

 

 

7. How Will We Ensure Our Training Is Successful?

 

This proven content has been validated by over 30,000 organizations. Each training module is a self-contained course which will improve the learner's skill-set. In addition to viewing each video modules, your team will also benefit from:

  • Course exercises and quizzes measure retention
  • Post-quiz feedback to explain and articulate the correct answer
  • Printable key point reminders to reinforce the training message
  • Certificates of completion to recognize achievement
  • Robust administration management system to assign courses and track progress
  • Dedicated Support from your Client Success Manager
  • Quarterly Business Reviews (Tier II and above) - regularly scheduled consultations meetings with your dedicated Client Success Manager to help ensure that your organization's business goals are aligned to your business outcomes with the training provided by ServiceSkills. Your Client Success Manager is committed to making sure you're getting maximum value for your investment.

 

Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper
 

8. Does this system offer administrative management tracking?

 

Yes, a comprehensive administrative tracking system is included with your ServiceSkills.com investment. This built-in learning management system allows supervisors to:

  • establish administrative hierarchies
  • assign courses
  • monitor progress
  • recognize performance gaps
  • track individual rates of completion
  • view scores
  • generate management reports
  • help validate this investment in your staff
  • Main Admininistration Page Main Admininistration Page
    Main Administration page
  • Admin Assignment Tool Admin Assignment Tool
    Admin Assignment Tool
  • Individual user profile Individual user profile
    Individual user profile
* Move mouse over images to enlarge.

Your subscription also includes a personalized phone-based introduction session for your system administrator to ensure your organization gets maximum value from this platform.


Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper
 

 

9. How will I go about assigning the right courses for all my staff?

 

  • Admin Assignment Tool Admin Assignment Tool
    Admin Assignment Tool

ServiceSkills includes an intuitive interface which assists you in assigning courses to your staff. Assignment options also include three distinct "Learning Paths" to help your team focus on the key communication skills which will benefit them most. Each "Learning Path" can be assigned in as few as two clicks and will schedule the appropriate courses over a four-month period.

 

Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper
 

10. Are these courses available in SCORM or AICC versions for our LMS?

 

Yes, they are! These learning modules are also available in SCORM or AICC compliant modules. They're ready for installation onto your existing Learning Management System.

Please contact us Enterprise Pricing and to test these courses on your Learning Management System.

 

 

Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com
Customer Service ROI White Paper

 

 

11. May I view a demonstration of this platform before I decide?

 

Of Course! We invite you to schedule a 10 minute phone-based walk-through so you're able to evaluate and test drive the functionality of this platform. During our call, we'll be able to demonstrate the administrative tracking system, describe our learning paths and answer questions.

 

Request a Free Demo of ServiceSkills.com
Request a Free Demo of ServiceSkills.com