None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
Why Am I So Angry? And What Are You Going to Do About It?Paul Signorelli
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.
This presentation highlights a wide variety of malocclusion's treated with Invisalign, including:
- Class II
- Class III
- Open bite
- Deep bite
- Extraction
- TMD cases
Participants will garner how to Properly design the ClinCheck treatment plan, including a better understanding of seeking movements as torque, expansion, and anterior intrusion in order to avoid possible iatrogenic sequelae (i.e. posterior open bites).
Dr. Moshiri will therefore discuss how to mate adjunct mechanics like lingual bite ramps, elastic buttons, and I expander phase to Ensure your Invisalign cases finish predictably. If you're looking to pick up several pearls on diagnosing and executing your Invisalign cases Effectively, then you will not want to miss this presentation.
On August 26, 2014, SOCAP Florida hosted a Luncheon on "Customer Service Gamification" at the NAP of the Americas in Downtown Miami.
Our gracious and thought provoking keynote speaker was Kelly McQuiston, Director Commercial Products at Kelly Services.
In the presentation, Kelly dives into what is Customer Service Gamification, how it is defined, and why we should gamify the agent experience for customer service professionals.
Applications of NLP Part 2: Modalities and Representational Systems By Ms. Rukmini Iyer
Visual, auditory, kinesthetic, gustatory and olfactory are the five primary sensory modalities that we use to experience the world around us (the neuro of Neuro Linguistic Programming).These modalities are also known as representational systems (rep systems) as they are the primary ways we represent, code, store and give meaning or language (linguistic) to our experiences. In this talk, we will explore our preferred modalities and ways to use this knowledge.
For info log on to www.healthlibrary.com.
25 Simple Tips to Maintain Good Customer RelationshipsTentacle Cloud
Building and maintaining customer relations can at times feel tiring and even harsh, but the rewards can be big. A personal contact, whether built over weeks, months or years, leads to positive word-of-mouth, increased sales, additional connections (references), job security and satisfaction.
www.tentaclecloud.com/signup.php
The Five Core Skills of Confident Sales PeopleScott Summers
Anyone can follow a sales process, so why can’t everyone sell?
Scott Summers a Sales Presentation Specialist from IBM believes they can.
So far I've surveyed almost 200 business owners, startups and entrepreneurs. Only a small handful have said that selling is a skill that they feel confident about.
So, to help the thousands of business owners who aren’t natural sellers, I’ve identified the five core skills of a confident sales person.
Use them together and watch your sales increase.
5 Steps for Handling an Angry Caller in the Call CenterTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Empower your call center agents to handle angry callers successfully and increase customer service quality with these tips.
www.talkdesk.com
How do certain companies offer outstanding customer support in the current digital environment? In these slides we explore what the best companies do to foster a "Culture of Outstanding Support." Although we're experiencing an overall decline in customer service, companies today can focus on service as part of their branding to stand apart from the competition and increase loyalty. We go over everything from strategy and management to specific tactics to outshine your competition in any industry.
Welcome to the Program Your Destiny course. In this course, we will be learning the technology of personal transformation, neuroassociative conditioning (NAC) as pioneered by Tony Robbins. NAC is used to deprogram negative neuroassociations that are causing approach avoidance and instead reprogram yourself with positive neuroassociations that lead to being approach automatic. In doing so, you change your destiny, moving towards unlocking the hypersocial self within, the true self free from fear and operating from a place of personal power and love.
https://bit.ly/BabeSideDoll4u Babeside is a company that specializes in creating handcrafted reborn dolls. These dolls are designed to be incredibly lifelike, with realistic skin tones and hair, and they have become increasingly popular among collectors and those who use them for therapeutic purposes. At Babeside, we believe that our reborn dolls can provide comfort and healing to anyone who needs it.
The Healing Power of Babeside's Handcrafted Creations
Our reborn dolls are more than just beautiful pieces of art - they can also help alleviate stress, anxiety, depression, and other mental health conditions. Studies have shown that holding or cuddling a soft object like a stuffed animal or a reborn doll can release oxytocin, which is often referred to as the "love hormone." This hormone helps us feel calm and relaxed, reducing feelings of stress and anxiety.
In addition to their physical benefits, reborn dolls can also offer emotional support. For many people, having something to care for and nurture can bring a sense of purpose and fulfillment. Reborn dolls can also serve as a reminder of happy memories or loved ones who have passed away.
2. One of the most important duties of any
business owner is to ensure that their
customers are satisfied. Often times, this
includes talking to a customers who, for
whatever reason, are angry or upset.
Next are some Steps that will help You
3. 1. ACTIVELY LISTEN :
• Let the angry client talk through their problems and get it all out of their system. As
they talk make indications that you are listening such as “ حضرتك "”معreally", etc.. This
step is important because the more time a customer spends airing their grievances,
the more time they have to calm down.
4. 2. ALLOW THE CLIENT TO EXPRESS
THEIR OPINIONS :
• Allow them to communicate their feelings however they choose to without passing
judgment. Step in only if the client becomes directly abusive towards you then you
will use the action as per Quality manual .
5. 3. MAINTAIN YOUR PERSONAL
INTEGRITY AT ALL TIMES
If the customer is abusive, calmly interject something to the effect of "I appreciate
your frustration with the situation I would like to help you if you will allow me to .
6. 4. BE SYMPATHETIC
Make sure the customer knows that you understand their frustration and
acknowledge any mistakes that have been made. Recognize the customer's feelings
about the mistakes - that is, how it must have felt to be the customer in this situation.
7. 5. BE EMPATHETIC
When appropriate, show empathy. Empathy implies that you feel the same way as the
customer and truly understand their feelings. It can create further issues to say "I
understand your anger" if you do not truly understand, as the customer may shoot
back "You have no idea!". Using a phrase like "I can imagine how upsetting that must
have been" is a better way to phrase this.
8. 6. ASK QUESTIONS
• After they complete their story, ask about the facts and details of the matter at
hand.
9. 7. MOVE INTO SOLUTION-MODE
know when to ask open-ended questions, and when to stick with "yes" or "no"
questions.
10. 8. APOLOGIZE WHEN APPROPRIATE
Apologies can often be interpreted as an admittance of guilt.
• Types of apologies that can be employed in these situations, choose the most
appropriate:
1. Direct: "I apologize from the delay In solving your problem ."
2. Blameless: "I apologize for the fact you are frustrated - let's see if we can start to
solve this problem together .
11. 9. OFFER TO TRY TO FIX THE
PROBLEM
Never promise to outright fix the issue, but always promise to try. If you make an
attempt and fail, it will create further issues if you promised total resolution.
12. 10. GAIN AGREEMENT ON YOUR
RESOLUTION
• Make sure your client understands what has been done at the end of the call. Even if
the issue is not totally resolved, gain agreement on the resolution that was reached.
13. 11. WRITE A CLEAR, CONCISE LOG OF THE
INCIDENT
• Document (in detail) every major point of the call. It is not important to note every
single word uttered, but keep a point-form log of anything that may assist others
who deal with the customer in the future.
14. FINALS TIPS
• After the complaint is handled, try to send recommendation and try to truly help customer .
• During the interaction with the customer's complaint, it is always important to monitor your
own tone of voice and volume. Never raise your voice, as that can easily escalate into a
shouting match. Having a consistent calm tone of voice will subconsciously encourage
others to do the same.
• Don't forget to thank the customer for taking the time to speak with you and work to a
resolution.
• Keep a complaint log. If you see the same thing popping up over and over, you can
recommend a change in policy.
• Golden Rule from my Experience : make the customer feel that you really care to solve his
problem with all possible ways , not you are just a human answering the call to inform the
customer with updates .