Service Skills Excellence Whitepapers

Thank you for your interest in LSA's Service Skills Excellence Best Practices Research Whitepapers.

6 Key Questions: Trust Thrives When Service Leaders Lead Naturally
To “lead naturally” means that you respect the inner workings of your work groups in much the same way you treat your friends and family. Take a pop quiz to determine if you have what it takes and learn what it can mean to your customers.

7 Keys – A Behind the Closed Doors Look at How to Get Better Service
The customer is often at complete odds with the customer service. From a customer perspective, wouldn’t it be great to better understand the world of the rep behind the scenes?

Connecting Better with Customers in 3 Key Steps
3 Key Steps to Connect with Customers to Drive Satisfaction, Loyalty, and Revenue.

Customer Service Grammar Goofs: Don’t Let Them Happen
Using incorrect grammar, either in writing emails or on the phone with a customer, can leave a less than favorable impression. Here is a quick synopsis of some of the most common grammar problems and mistakes that you can review with your staff to ensure more professional communications.

Customers Care When They Share
When customers feel organizations are devoted to them enough to include them, they reward that organization with their long-term loyalty. Read about how and when it’s appropriate and productive to include your customers.

Do Not Ignore Your Unhappy Customers
Whether you learn about dissatisfied customers from their complaints in person, on the phone, or online, do not neglect them nor consider yourself lucky.  It is tempting to avoid dealing with unhappy clients, but that is the worst thing you can do. Not only will their dissatisfaction increase with your neglect of the situation, but it will spread and likely infect others.

Exposing the 6 Big Myths of Call Center Sales
How to turn your call center into a profit center. If you’re responsible for a call center, you know how hard it is to deliver excellent customer service consistently, while at the same time continually reducing costs. You’re now being asked to generate new revenue in addition to providing great customer service. Understanding these myths will help with the transition.

Foolproof Emails: Watching Out for the Look-Alikes and Sound-Alikes
If you are responsible for monitoring the quality of your center’s written communications, you have to constantly be on the lookout for grammar, punctuation, and spelling problems.

Four Steps to Truly Delight Your Customers
Delighted customers have a lifetime value of 6 to 14 times greater than dissatisfied customers.

Leadership Development: The Critical Missing Pieces for Call Center Success
You have a training program in place that teaches your new hires the product knowledge, the good communication and the soft skills needed to handle customers with tact and understanding. Is this enough for them to be satisfied call center employees? This white paper says NO and describes the missing pieces of their preparation for the job.

Motivation Techniques for Customer Service Reps: The Key 7
Lack of motivation is one of the major reasons why service employees leave. For lower turnover, which relates directly to productivity and quality of service for the customer, you need to be sure your employees are happy in their jobs. Here are seven techniques for creating a motivating environment.

Moving Customers from Loyalists to Advocates
Beyond being good customers, advocates are your cheerleaders. Listen well to what they say about why they like you and give them every reason to cheer loudly for your team.

Renewing Passion for the Customer: 4 Smart Steps to Take
What can happen when employees view their role and responsibility in grander terms than just a job? Or when they understand how they can contribute to their organization’s future? Or when they strive for excellence? Read how true leaders can inspire their employees to have a real passion for serving their customers.

Technology vs. Relationships: What Adds More Customer Value?
When it comes to customer service, loyalty, and cross-selling, does technology trump relationships? Your team and the culture in which they perform are what enable your technology to be fully realized. Don’t allow the dollars you’ve invested in technology to overshadow the dollars you’ve invested in your talent and become your Achilles heel.

The Leadership Side of Magnetic Service
For magnetic service to happen consistently across the organization, leadership has to step in. Here are seven secrets for how a leader can influence, promote and support magnetic service.

The Loyalty Connection: What it Means to You
What can you do to ensure that each customer has the kind of positive experience that secures not only current loyalty but also future value to your organization?

Why Call Center Reps Hate to Sell – and What to Do About It
When Call Center Reps hate to sell, we put our customer service AND sales programs at risk. Instead of driving revenue up, we may be driving customers away. Yet this is a problem worth solving. While the cost of telephone calls has dropped during recent years, the challenges of selling over the telephone have increased. Read this article to find out what to do about it.

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LSA provided top notch solutions right when and how we needed them. They exceeded my expectations from a speed, quality, and cost standpoint. I recommend them to anyone looking for a true business partner in the Learning and Development arena. The breadth and depth of their expertise has helped us hit tight deadlines across multiple projects.

Fortune 500 Financial Services Company
Director of Infrastructure & Technology

I consistently look to LSA Global when I need custom programs put together for my client groups. I can always count on LSA to do a thorough needs analysis and to put together spectacular programs that are well received. Their management development and performance management expertise and professionalism make them one of my top-rated learning and development partners.

Stephanie Webb
HR Program Manager

Rambus

In my years working with LSA, it seems like I’ve had a personal consultant at my fingertips to help me identify just the right solution to satisfy our needs. The entire LSA team has become a trusted friend of Actel — assuring we provide state-of-the-art learning to meet our complex, high-tech business and people needs.

Linda Mitchell
Training Manager

We have been able to utilize LSA’s extensive network of top-notch resources to leverage our investment in employee development. The result has been the cost effective and highly efficient delivery of quality educational and management training programs.

Steve Feller
Vice President, Human Resources

LSA helped to meet the needs of my teams within a very narrow timeframe. My team walked away with highly useful management tools and practices. LSA saved us time in delivering the right solution for our specific needs.

Sandeep Kumar
Director, Software Engineering, EPG

We recently contacted LSA Global to assist us with a unique training request. We gave LSA a very short deadline and LSA custom designed a training program to meet our exact requirements within the limited time allotted to them. We found their facilitator to be well versed in the subject matter and very credible; the design provided practical and valuable information to our team of managers. I highly recommend LSA Global, particularly in the area of management training.

Julaine K. Souza
Senior Vice President

Congratulations on your pro-activity in establishing this program and developing such an effective New Employee Orientation course.

Farhat Ali
President and Chief Executive Office

Fujitsu

Working with LSA Global has proven to be extremely valuable and worthwhile. LSA understands our business, has deep expertise in content areas, and tailors the programs to deliver great results. The facilitator was extremely knowledgeable about Working Globally with India and her energy and passion made the session interesting, fun, and enjoyable for all that attended. The participants walked away extremely pleased along with highly useful practices and tools. I would highly recommend LSA Global to any company that has partners or offices in India.

Glenn McGillivray
Human Resources Business Partner

Intuit

Thank you to LSA Global for their partnership and support in helping us to design and roll-out our valuable management development training program. I personally have partnered with LSA Global at four of my previous companies. It continues to be a delight working with LSA. We look forward to partnering with them at Blackhawk Networks for future training and consulting needs.

Suzanne Kinner
VP Human Resources

Blackhawk Network

I continue to be impressed by the level of leadership development and management expertise and quality of advice and facilitation that LSA has to offer. What a smart and client-centric group of great people who really know how to help leaders attract, engage, develop and retain top talent.

Tracy Esposito
Director, HR Business Partner

We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.

Barry L. Byrd, SPHR
Human Resources Manager

LSA exceeded all my expectations. We interviewed 7 potential training and consulting partners and selected LSA due to their expertise, flexibility, and breadth and depth of solutions. We were able to construct a management training course from the modules most appropriate to our needs, and are able to provide additional training from their well developed portfolio of experts. Our managers galvanized as a team throughout the session and are better prepared for the rigors of a competitive market.

Mitch Mandich
CEO

Edify

I have worked with other training companies and found it to be more of a seller/buyer relationship than one of matching the right expertise to our business issues. That’s what LSA does – ask the hard questions, listen, and understand our business needs. We receive the benefit of their expertise from assistance with personal development plans to enhancing team performance, to looking at enterprise-wide challenges. It’s all about helping our business succeed as we grow. Right now, LSA is providing great ideas, a fresh approach, and valuable guidance as we develop our management team and accelerate our client relationship management results.

Kristin Westland-Kaune
Director, Team Development

What a refreshing change from the half-baked psycho-babble you normally get from training and consulting organizations. LSA gives you the practical and results-oriented assistance you need to define and reach your goal.  They provide a results driven plan – not just a temporary fix. They are great to work with, and even more importantly, they “get it!”

David Fiano
Vice President Human Resources

The refreshing thing about LSA is that they focus on understanding our business situation and helping me succeed instead of selling a product. With over 150 experts, they are an invaluable resource that helps me deliver higher quality results faster. I recommend them to anyone looking to improve the performance of their workforce.

Stacie Rodgers
VP of Human Resources

Cutera

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