Frontline Training with
Service Success Guides

Now, you can provide the highly focused training your staff needs, exactly when they need it.

Each 11-page guide is packed with skillbuilding information your staff will want to read. And best of all, the guides never talk down to reps, they only talk up the importance of service, and the value of professional service skills.

Choose the topics you’re interested in today then click the links for more information and samples.

10-Step Anti-Stress Campaign
By following these 10 simple steps your reps will learn how to maintain a healthy level of work-related stress. The result will be higher job satisfaction, healthier employees and happier customers.
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Customer Service Answer Guide
In an engaging Q&A format, the Customer Service Answer Guide provides brief, meaty answers to frontline reps’ most frequently asked questions. Your reps will learn how to bounce back after a nasty call, how to stop stress in its tracks, how to overcome anxiety about selling, and more.
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10-Step Guide to Career Management
Help your reps develop the skills and work attitudes they need to succeed with the 10-Step Guide to Career Management.
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Guide to Cross-Selling and Upselling
Selling is becoming an increasingly important part of the frontline rep’s job. But few reps have formal sales training. Now you can help your reps develop the skills and motivation they need for cross-selling and upselling.
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Guide to Effective Listening
On the phone or in person, listening is the single most important service skill. This training guide provides simple and powerful ways to develop good listening skills and to give every customer the most appropriate and professional service.
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Guide to Handling Difficult Customers
Transform dissatisfied customers into satisfied, loyal, long-term customers with this training guide and Glancer package.
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Guide to Managing Workplace Conflict
Don’t let conflict create a culture of negativity and impact productivity. Share these simple rules for avoiding and resolving workplace conflict.
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Handbook of Essential Phone Skills
Tips and techniques for handling every phone call in a courteous, professional, business-building manner. Training guide and Glancer package.
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Handbook of Advanced Phone Skills
Take phone skills to the next level with techniques for building rapport, taking ownership, controlling calls, and more.
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Making a Difference Through Customer Service
Help your reps understand and appreciate the role they play in your customer’s and your company’s success. Glancers and posters are available, too.
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21 Simple Strategies for Time Management
Now, you can help your reps improve their time management skills and accomplish more each and every day with
21 Simple Strategies for Time Management.
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15 Steps to Writing Effective Email
The frontline rep’s guide to writing professional, customer-friendly email.
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Yoga at Your Desk
Give your reps the tools they need to reduce stress with timeless yoga techniques updated for the modern office.
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