In this short 1 minute video you will learn the three step approach to calming upset customers.
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop. With our Telephone Etiquette workshop, participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career. Workshop Objectives: Recognize the different aspects of telephone language Properly handle inbound/outbound calls Know how to handle angry or rude callers Learn to receive and send phone messages Know different methods of employee training
Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, employees can effectively deal with the most difficult customers and both parties can end the conversation satisfied. With The Handing A Challenging Customer workshop, participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer. Workshop Objectives: Cultivate a positive attitude Manage internal and external stress Develop abilities to listen actively and empathize Build a rapport with customers in person and over the phone Understand the diverse challenges posed by customers Develop strategies to adapt to challenging circumstances
Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made. With our “Non-Telephone Customer Support” workshop, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage. Workshop Objectives: State what customer service means in relation to all your customers, both internal and external Recognize how your attitude affects customer service Identify your customers’ needs Use outstanding customer service to generate return business Build good will through in-person customer service Provide outstanding customer service over the phone Connect with customers through online tools Deal with difficult customers
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business. Workshop Objectives: Define customer support Know the different venues for customer support Recognize challenges of customer support Learn different applications Know proper forms of documentation Learning to be proactive in customer support
For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well trained contact center can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount. Workshop Objectives: How to get management involved in training. Why peer training works. That manners are important with a contact center. How to build rapport with the callers. How to deal with difficult customers. With our “Contact Center Training” workshop, participants will discover the basic elements of being an effective employee of a contact center.
Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers. Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level. Workshop Objectives: Define and understand call center strategies. Identify different types of buying motivations. Create SMART Goals. Familiarize myself with strategies that sharpen effective communication. Use proper phone etiquette. Set benchmarks.
This 10 minute video covers some advanced techniques and ideas for providing excellent customer service. You will learn more about moments of truth with customers at various touch points, more on internal customer service for your organisation and customer needs and expectations. There is a workbook for this video.
Course Overview Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business. Course Objectives * State what customer service means in relation to all your customers, both internal and external * Recognize how your attitude affects customer service * Identify your customers’ needs * Use outstanding customer service to generate return business * Build good will through in-person customer service * Provide outstanding customer service over the phone * Connect with customers through online tools * Deal with difficult customers
Course Overview Controlling and limiting anger is important in every aspect of one's life. Without control you are putting limits on what you can accomplish in your personal and professional life. Anger can be an incredibly damaging force, costing people their jobs, personal relationships, and even their lives when it gets out of hand. However, since everyone experiences anger, it is important to have constructive approaches to manage it effectively. The Anger Management course will help teach participants how to identify their anger triggers and what to do when they get.
This retail service course follows our host through his day as he travels to a clothing store, a sporting goods store, a stereo store, a flower shop and a hardware store. During his journey, he also has telephone service experiences with his doctor and with the cable company. Both good and bad examples of retail customer service are presented as our host proceeds through his day. This course has 4 parts. PART ONE Making Your Customers Feel Welcome Think of each customer as an invited guest Personally welcome each visitor to your store Use a simple and natural greeting Treat the customer like YOU would like to be treated PART TWO Giving Your Undivided Attention Make people feel important – like they matter to you! Stop what you’re doing and help the customer Nothing is more important than focusing on a customer PART THREE Going the Extra Mile “Is there anything else I can do?” Follow through on all your promises Find out what you can REALLY do to help the customer PART FOUR Showing You Appreciate Your Customer’s Business Say, “Thank you!” Encourage your customers to tell their friends about you Invite the customer back to the store
In part two of this course there are five criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact center. Areas covered in both parts of this course include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.
In part one of this course there are five criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact center. Areas covered in both parts of this course include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.
In this 10 minute video module, you will learn how to answer a telephone call professionally. We explain the standards for call greetings and key components of how to welcome callers in a professional manner including how to identify your customer properly.
In this 10 minute interactive video module we will show you why customer service is fundamental in providing the best experience for your customers. In this video module we explain ways to ensure top level service is provided and tips and techniques for doing so. Use this targetted video module as a great upskilling tool or ongoing refreshers whenever and wherever they are needed.
This course will take approximately 27 minutes to complete. The main objective of this session is to discuss coaching and why it is an important part of your job. By the time the session is over, you should be able to recognize the benefits of coaching, identify the role of the coach, understand the techniques involved in successful coaching, and use coaching effectively to improve employee performance and help employees grow and develop.
This course will take approximately 19 minutes to complete. The main objective of this online training course is to suggest ways representatives can maintain a positive attitude to improve the customer experience. At the end of this training session trainees will be able to recognize the value of a positive attitude, understand how to maintain a positive attitude, cooperate with co-workers to create positive experiences for customers, and demonstrate a positive attitude every day on the job.
This collection of courses includes skills necessary to improve personal and leadership skills.