Chat of a Champion!!!
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Discussion between MDRT Sukanta Singh Roy and Ashutosh Sharma of Datacomp Web Technologies India Pvt Ltd, upon help of Datacomp Training Academy in MDRT achievement.
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The Angry Customer
Participants will learn techniques for effectively handling angry and difficult customers. They will gain an understanding of why customers become angry and how emotional escalation occurs. The training will cover identifying emotional triggers, using active listening to de-escalate volatile situations, and distinguishing between eccentric and disruptive customer behaviors. Participants will learn policies and strategies for avoiding negative interactions and resolving complaints in a calm manner.
Dealing with Difficult Customer
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Handling difficult customer
This document outlines a training program to help employees handle difficult customers more effectively. The program aims to help participants identify what causes customers to become difficult, recognize and manage their own responses, and develop communication skills like empathetic listening. It is broken into six modules that cover topics such as understanding different types of difficult customers, assertive communication techniques, strategies for handling dissatisfied customers, and recharging after difficult encounters. The highly participative two-day program uses activities and discussions to help participants learn from both the curriculum and their own experiences dealing with challenging customers.
Why Am I So Angry? And What Are You Going to Do About It?
This one-hour webinar for WebJunction, co-presented by Maurice Coleman (Technical Trainer, Harford County Public Library) and Paul Signorelli (Writer, Trainer, and Consultant, Paul Signorelli & Associates) focuses on how we can better work within and resolve difficult situations involving people ranging from those who are somewhat angry to those whose behavior requires security or police intervention. Although designed for an audience of colleagues working in libraries, the material is adaptable to anyone involved in customer service.
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Dealing with behavior impacts us in our daily personal and business lives. As manager, director, leader, or frontline support or service professionals we might find ourselves dealing with difficult interactions. Should motivation to prepare be an event requiring reaction, performance, and adjustment without forethought? To assist with managing this risk, this presentation focuses on proven strategy and practices for defusing difficult behaviors, redirecting the conversation focus into a positive experience, moving forward, with the right understanding, skills, focus, and resources. This engaging presentation demonstrates roles and skills that can improve one’s ability to communicate and focus on the issue, not the emotion, and allow the support professional and customer to move toward a resolution. Participants will learn communication techniques and desired outcomes that change the way people react and re-communicate to you, ending with customers talking about us for the right reasons.
Dealing with difficult customer
1) Dealing with difficult customers requires patience and understanding as the customer is often annoyed by poor service or products rather than the individual representative.
2) It is important to listen without interrupting, ask clarifying questions, and gauge what actions can reasonably be taken to resolve the complaint based on company policy.
3) If the complaint cannot be addressed, politely explain the decision by referring to specific policies while still offering alternative resolutions to retain the customer's business.
Developing Effective Listening Skills (Revised)
This document discusses the importance of developing effective listening skills for call center agents. It outlines different levels of listening from passive to facilitative listening. It also discusses Stephen Covey's Habit 5 of seeking first to understand then to be understood. Developing listening skills requires concentrating fully on the caller, avoiding distractions, not jumping to conclusions, and listening for verbal and nonverbal cues to understand the caller's needs.
Dealing with a difficult customer
This training guide provides strategies for handling difficult customers in 4 steps:
1. Listen - Allow the customer to vent without interrupting and listen carefully to understand the issue.
2. Acknowledge - Express empathy, apologize sincerely, and clarify the details of the problem.
3. Respond - Present positive solutions to the problem and ensure promises can be fulfilled to avoid further issues.
4. Thank - Express appreciation to the customer for their time, patience, and for bringing the issue to your attention. Role playing exercises demonstrate applying these techniques to customer service scenarios.
Recommended
The Angry Customer
Participants will learn techniques for effectively handling angry and difficult customers. They will gain an understanding of why customers become angry and how emotional escalation occurs. The training will cover identifying emotional triggers, using active listening to de-escalate volatile situations, and distinguishing between eccentric and disruptive customer behaviors. Participants will learn policies and strategies for avoiding negative interactions and resolving complaints in a calm manner.
Dealing with Difficult Customer
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This document outlines a training program to help employees handle difficult customers more effectively. The program aims to help participants identify what causes customers to become difficult, recognize and manage their own responses, and develop communication skills like empathetic listening. It is broken into six modules that cover topics such as understanding different types of difficult customers, assertive communication techniques, strategies for handling dissatisfied customers, and recharging after difficult encounters. The highly participative two-day program uses activities and discussions to help participants learn from both the curriculum and their own experiences dealing with challenging customers.
Why Am I So Angry? And What Are You Going to Do About It?
This one-hour webinar for WebJunction, co-presented by Maurice Coleman (Technical Trainer, Harford County Public Library) and Paul Signorelli (Writer, Trainer, and Consultant, Paul Signorelli & Associates) focuses on how we can better work within and resolve difficult situations involving people ranging from those who are somewhat angry to those whose behavior requires security or police intervention. Although designed for an audience of colleagues working in libraries, the material is adaptable to anyone involved in customer service.
HDIAU Breakout 202 - Defusing the irate customer
Dealing with behavior impacts us in our daily personal and business lives. As manager, director, leader, or frontline support or service professionals we might find ourselves dealing with difficult interactions. Should motivation to prepare be an event requiring reaction, performance, and adjustment without forethought? To assist with managing this risk, this presentation focuses on proven strategy and practices for defusing difficult behaviors, redirecting the conversation focus into a positive experience, moving forward, with the right understanding, skills, focus, and resources. This engaging presentation demonstrates roles and skills that can improve one’s ability to communicate and focus on the issue, not the emotion, and allow the support professional and customer to move toward a resolution. Participants will learn communication techniques and desired outcomes that change the way people react and re-communicate to you, ending with customers talking about us for the right reasons.
Dealing with difficult customer
1) Dealing with difficult customers requires patience and understanding as the customer is often annoyed by poor service or products rather than the individual representative.
2) It is important to listen without interrupting, ask clarifying questions, and gauge what actions can reasonably be taken to resolve the complaint based on company policy.
3) If the complaint cannot be addressed, politely explain the decision by referring to specific policies while still offering alternative resolutions to retain the customer's business.
Developing Effective Listening Skills (Revised)
This document discusses the importance of developing effective listening skills for call center agents. It outlines different levels of listening from passive to facilitative listening. It also discusses Stephen Covey's Habit 5 of seeking first to understand then to be understood. Developing listening skills requires concentrating fully on the caller, avoiding distractions, not jumping to conclusions, and listening for verbal and nonverbal cues to understand the caller's needs.
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This training guide provides strategies for handling difficult customers in 4 steps:
1. Listen - Allow the customer to vent without interrupting and listen carefully to understand the issue.
2. Acknowledge - Express empathy, apologize sincerely, and clarify the details of the problem.
3. Respond - Present positive solutions to the problem and ensure promises can be fulfilled to avoid further issues.
4. Thank - Express appreciation to the customer for their time, patience, and for bringing the issue to your attention. Role playing exercises demonstrate applying these techniques to customer service scenarios.
The Starbucks Experience Principle 1
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Chinese Version
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法則一 視為己有
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Topic 9 handling difficult guests
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The document provides guidance on effective telephone techniques to improve the customer experience. It recommends establishing a positive first impression by having a standard friendly greeting. It also stresses the importance of voice tone, pace, clarity and language in communicating effectively over the phone. Specific positive language options are listed to use when speaking to customers. The document also addresses dealing with difficult customer situations or behaviors and ensuring calls are closed in a satisfactory manner.
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The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
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This document summarizes a presentation on dealing with difficult people and resolving conflicts. The presentation covered recognizing different types of difficult personalities like bullies, complainers, and know-it-alls. It provided tips for communicating effectively and resolving conflicts with different personalities. The presentation also discussed common causes of conflicts, constructive and destructive impacts of conflicts, and methods for resolving conflicts like withdrawal, compromise and collaboration.
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This document provides strategies for dealing with hostile customers without becoming hostile oneself. It discusses the differences between upset and difficult customers, with upset customers being potentially fixable. It outlines six steps for dealing with upset customers: 1) maintain a positive attitude, 2) let the customer vent, 3) be empathetic, 4) demonstrate understanding, 5) begin problem solving, and 6) mutually agree on a solution. Additional tips include listening without interrupting, acknowledging the customer's feelings, apologizing when needed, and remaining professional.
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This document provides guidance on customer service techniques for handling complaints and difficult customers. Some key points:
1) It's important to listen to customers' complaints without being defensive and understand their perspective. Phrases like "that's interesting..." can encourage customers to explain further without accusation.
2) Apologize for any problems or inconvenience, assure customers you want to resolve the issue, and thank them for bringing it to your attention.
3) Remain calm and sympathetic; get the full details of the problem without blaming others; offer solutions and end on a positive note thanking them. Treating customers with respect and focusing on solutions is key to resolving complaints.
Single premium endowment_plan-817
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1) The document compares two money back plans offered by LIC - Plan No. 93 and the new Plan No. 821.
2) Some key differences are that Plan 821 has a higher minimum sum assured of Rs. 100,000, shorter premium paying term of 20 years compared to 25 years for Plan 93, and higher guaranteed surrender value factors.
3) Plan 821 also offers higher rebates for higher sum assured amounts, allows policy loans up to 90% of surrender value, and has a shorter revival period of 2 years compared to 5 years for Plan 93.
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1) The document compares two LIC money back plans - Plan No. 75 and the new Plan No. 820.
2) Plan No. 820 modifies some benefits and eligibility conditions compared to Plan No. 75, such as increasing the minimum sum assured, decreasing the premium paying term, and reducing the revival period.
3) However, both plans provide maturity benefits of 40% of the basic sum assured along with vested bonuses, and death benefits which are defined as the sum assured on death along with bonuses.
Endowment plan 814-3- LIC - Datacomp Web Technologies
LIC's new endowment plan makes several changes compared to its previous Table No. 14 plan. It modifies the death benefit to be the higher of basic sum assured or 10 times annual premium. It lowers the minimum age of entry to 8 years old and shortens the maximum policy term to 35 years. The percentage of loans and guaranteed surrender value payable are now dependent on policy term. Rebate rates for higher sum assured amounts and premium payment modes are also adjusted.
Endowment plan 814-2 - LIC - Datacomp Web Technologies
LIC's new endowment plan makes several changes compared to its previous Table No. 14 plan. It modifies the death benefit to use a new "Sum Assured on Death" definition. It lowers the minimum age of entry from 12 to 8 and reduces the maximum policy term from 55 to 35 years. It changes the percentage of loans granted based on policy term. It alters the guaranteed surrender value (GSV) percentages based on policy term and year of surrender. It also modifies the rebate structure for higher sum assured amounts and premium payment modes.
New jeevan anand 815 2 - LIC - Datacomp Web Technologies
1) The document compares the benefits and features of LIC's existing Jeevan Anand plan and their new Jeevan Anand plan.
2) Some key differences between the plans include a reduced maximum entry age, shorter policy terms, modified death benefit definition, changed loan and rebate percentages for the new plan.
3) The guaranteed and special surrender value factors have also been modified in the new plan along with some changes in revival period and how taxes are treated.
4) However, certain features like backdating, grace period, paid-up value, and assignment/nomination remain unchanged between the plans.
TOT - The Only Target
This document outlines an agenda for a 3-day training course on sales and marketing strategies for insurance agents. The training will cover topics such as achieving sales milestones, improving productivity, conquering fear and taking intelligent risks, improving sales approaches, closing more sales, concept selling versus product selling, creating positive customer experiences, understanding today's buyers, prospecting techniques, and running marketing campaigns. It also lists the contact information for the training provider's head office in Mumbai and several branch offices across India.
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Principle 1 Make It Your Own!
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Topic 9 handling difficult guests
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
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The document provides guidance on effective telephone techniques to improve the customer experience. It recommends establishing a positive first impression by having a standard friendly greeting. It also stresses the importance of voice tone, pace, clarity and language in communicating effectively over the phone. Specific positive language options are listed to use when speaking to customers. The document also addresses dealing with difficult customer situations or behaviors and ensuring calls are closed in a satisfactory manner.
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The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
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This document summarizes a presentation on dealing with difficult people and resolving conflicts. The presentation covered recognizing different types of difficult personalities like bullies, complainers, and know-it-alls. It provided tips for communicating effectively and resolving conflicts with different personalities. The presentation also discussed common causes of conflicts, constructive and destructive impacts of conflicts, and methods for resolving conflicts like withdrawal, compromise and collaboration.
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This document provides strategies for dealing with hostile customers without becoming hostile oneself. It discusses the differences between upset and difficult customers, with upset customers being potentially fixable. It outlines six steps for dealing with upset customers: 1) maintain a positive attitude, 2) let the customer vent, 3) be empathetic, 4) demonstrate understanding, 5) begin problem solving, and 6) mutually agree on a solution. Additional tips include listening without interrupting, acknowledging the customer's feelings, apologizing when needed, and remaining professional.
Perfect phrases for customer service angry customers
This document provides guidance on customer service techniques for handling complaints and difficult customers. Some key points:
1) It's important to listen to customers' complaints without being defensive and understand their perspective. Phrases like "that's interesting..." can encourage customers to explain further without accusation.
2) Apologize for any problems or inconvenience, assure customers you want to resolve the issue, and thank them for bringing it to your attention.
3) Remain calm and sympathetic; get the full details of the problem without blaming others; offer solutions and end on a positive note thanking them. Treating customers with respect and focusing on solutions is key to resolving complaints.
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Single premium endowment_plan-817
LIC's Single Premium Endowment Plan is a single premium, participating endowment plan that provides maturity benefits equal to the sum assured plus simple reversionary bonuses plus a final additional bonus, if any. In the event of death after commencement of risk, the sum assured plus vested bonuses are payable. The minimum entry age is 90 days, with a maximum policy term of 25 years. A loan is available after one policy year at a percentage of the surrender value. The plan allows for a single premium payment and participation in profits through bonuses.
Money back plan 8212 - LIC - Datacomp Web Technologies
1) The document compares two money back plans offered by LIC - Plan No. 93 and the new Plan No. 821.
2) Some key differences are that Plan 821 has a higher minimum sum assured of Rs. 100,000, shorter premium paying term of 20 years compared to 25 years for Plan 93, and higher guaranteed surrender value factors.
3) Plan 821 also offers higher rebates for higher sum assured amounts, allows policy loans up to 90% of surrender value, and has a shorter revival period of 2 years compared to 5 years for Plan 93.
Money back plan 8202 - LIC - Datacomp Web Technologies
1) The document compares two LIC money back plans - Plan No. 75 and the new Plan No. 820.
2) Plan No. 820 modifies some benefits and eligibility conditions compared to Plan No. 75, such as increasing the minimum sum assured, decreasing the premium paying term, and reducing the revival period.
3) However, both plans provide maturity benefits of 40% of the basic sum assured along with vested bonuses, and death benefits which are defined as the sum assured on death along with bonuses.
Endowment plan 814-3- LIC - Datacomp Web Technologies
LIC's new endowment plan makes several changes compared to its previous Table No. 14 plan. It modifies the death benefit to be the higher of basic sum assured or 10 times annual premium. It lowers the minimum age of entry to 8 years old and shortens the maximum policy term to 35 years. The percentage of loans and guaranteed surrender value payable are now dependent on policy term. Rebate rates for higher sum assured amounts and premium payment modes are also adjusted.
Endowment plan 814-2 - LIC - Datacomp Web Technologies
LIC's new endowment plan makes several changes compared to its previous Table No. 14 plan. It modifies the death benefit to use a new "Sum Assured on Death" definition. It lowers the minimum age of entry from 12 to 8 and reduces the maximum policy term from 55 to 35 years. It changes the percentage of loans granted based on policy term. It alters the guaranteed surrender value (GSV) percentages based on policy term and year of surrender. It also modifies the rebate structure for higher sum assured amounts and premium payment modes.
New jeevan anand 815 2 - LIC - Datacomp Web Technologies
1) The document compares the benefits and features of LIC's existing Jeevan Anand plan and their new Jeevan Anand plan.
2) Some key differences between the plans include a reduced maximum entry age, shorter policy terms, modified death benefit definition, changed loan and rebate percentages for the new plan.
3) The guaranteed and special surrender value factors have also been modified in the new plan along with some changes in revival period and how taxes are treated.
4) However, certain features like backdating, grace period, paid-up value, and assignment/nomination remain unchanged between the plans.
TOT - The Only Target
This document outlines an agenda for a 3-day training course on sales and marketing strategies for insurance agents. The training will cover topics such as achieving sales milestones, improving productivity, conquering fear and taking intelligent risks, improving sales approaches, closing more sales, concept selling versus product selling, creating positive customer experiences, understanding today's buyers, prospecting techniques, and running marketing campaigns. It also lists the contact information for the training provider's head office in Mumbai and several branch offices across India.
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Chat of a Champion!!!
- 6. THIS COULD HAVE BEEN YOUR CHAT JUST JOIN DTA FOR ACHIEVING YOUR PROFESSIONAL GOALS.