What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
Power Of 30 Seconds: Best Practices for Exceptional Supporttodd.lewis
What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
Power Of 30 Seconds: Best Practices for Exceptional Supporttodd.lewis
What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
The Perfect Agent: Tools and Technology for Coaching Your Support Teamtodd.lewis
How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away?
Communications skills expert Rich Gallagher, a noted author and trainer who is also a former support manager, joins with Citrix to share the secrets to getting the best out of today's distributed support team.
Based on concepts from Gallagher's latest book, How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work, this free Webinar will help you get the best out of everyone in today's virtual support environment.
This Webinar’s topics will include:
-- The psychology of a typical agent
-- Strength-based coaching techniques that create real performance change
-- Managing performance problems from near and far
-- Making your agents part of a team
-- How technology can help improve remote-support performance
This presentation was developed to introduce new hires to the Quality & Training Department staff and to clearly define account expectations for call monitoring.
5 Lessons Learned in Product Management by Twitch Senior PMProduct School
Main takeaways:
- How to take a non traditional path to product management
- How to leverage your unique background to differentiate yourself as a Product Manager
- Steps you can take to build your product management skills/portfolio while in other fields
My motto this year is "Evolve & Disrupt". I did a couple of keynotes on the matter recently, so I'm sharing this presentation to illustrate how I handle the "fuzzy front-end" of product development, aside from the Lean Startup stuff everybody talks about. Don't be fooled by the funny (and a bit irreverent) cartoons; Jobs To Be Done is a major breakthrough with a lot of practical applications. I have been working solidly on it for the last year and it is totally influencing how I see the world.
Elicitation and requirements analysis are some business analysis skills that are extremely helpful in an agile setting especially for team members responsible for product ownership. Equally helpful, if not more so, are the skills that teams use to interact with stakeholders, make decisions, and react to actual situations as they arise. The best way to understand the relevance of these skills is to share stories of successful, and perhaps not so successful interactions on real projects and discuss what the team learned. Join Kent as he shares stories from his experiences as Submission System Product Owner and relates the things he learned to useful skills for all business analysts. You’ll get a chance to tell Kent where he went wrong and also consider how to apply the lessons learned in your own setting. Along the way you’ll hear about some techniques for addressing common project situations that work well as long as you get the nuances right.
10 Things Federal Customers Want from an IT Support ExperienceBMDS3416
In today’s competitive market, customer satisfaction is key. What factors make the IT support experience better for Federal customers? Consider these 10 things.
Asking the Right QuestionsConvincing others to buy into an i.docxcargillfilberto
Asking the Right Questions
Convincing others to buy into an idea, a product, or an initiative requires listening and communicating effectively. Asking the right questions can help people to open up and to discuss upcoming changes more freely, while understanding that they have a voice in the process.
Scenario: Your company has developed a new initiative or product, or it is introducing a change to technology or personnel that will affect your team and its daily working environment. You are tasked with gathering buy-in from your team, as well as learning if they have any objections to this initiative.
You call a meeting with your team:
Briefly describe the new initiative and why it is important (e.g., a reorganization, a new product, a new technology, etc.)
Draft three questions for your team designed to gain buy-in and support for this new initiative
Next, share your communication strategy with us:
How will you know if your questioning was effective?
Your team needs to know they have a voice - during this meeting, how did you let them know you are listening to them and that their opinion matters?
Post your initial response by Wednesday, midnight of your time zone, and reply to at least 2 of your classmates' initial posts by Sunday, midnight of your time zone.
I hope this will be helpful:
There are four questions (4) to answer in your Discussion Post.
Please make sure you do all the week's readings and listen to the videos before answering the following questions:
1.
What is the new initiative and why it is important (e.g. a reorganization, a new product, a new technology, etc.)?
• Explain to the class and me what the new initiative or product is. Why it is important? Make sure to explain why the team's input is so important.
2.
You are going to ask your team three (3) questions that will generate a healthy conversation about this new initiative or product. Draft these questions and share them with us.
• In your readings this week, you will learn about open-ended and closed-ended questions. You need open-ended questions as they give you the most information. As Munter says this week, open-ended questions are designed to elicit the most information from others (1). They usually contain the words, what, why or how.
3.
When you ask your team these three questions, explain to us how you will know if your questioning was effective?
You need to ask questions that prompt a conversation because that is how you will gain, as Jack said,
"get every brain in the game" (Welch, 2).
The discussions will let you know that your questions were effective.
One of the most important ingredients for buy-in and winning is trust. Without this, it is unlikely that the stakeholders will show support for your initiative. Trust can be gained by candor and transparency, creating a connection, and communicating clearly. If
you have candid and transparent discussions with your team, the answers they give will let you know that your que.
Boost Your Intelligent Assistants with UX TestingApplause
Businesses turn to intelligent assistants to provide 24/7 support for their customers and to increase efficiency. When intelligent assistants are built well, you can foster customer loyalty and support internal processes by automating simple use cases. It’s a win-win for both customers and businesses.
However, when interactions with intelligent assistants become frustrating it can become a liability.
The key to delivering an effective intelligent assistant is user testing. Join Inge De Bleecker, Senior Director of UX and Conversational AI for Applause, as she breaks down the role user testing plays in the development and growth of intelligent assistants. Learn how to plan and execute a user testing strategy, and use those results to create a highly-capable intelligent assistant.
SXSW Workshop on Designing for Behavior Change (2014)Stephen Wendel
Slides from my 2.5 hour SXSW workshop on how to design products to support behavior change among users. The toolkit that accompanies it is up on actiondesign.hellowallet.com.
Lean UX - Applying Lean Principles to improve
User Experience in Agile environment. It accomplishes this by getting out of the deliverables business and instead focusing on successful experiences.
ITSM in the Cloud - A Change in the Weathertodd.lewis
Whatever your opinion of 'cloud computing', there can be no doubt that it has firmly entered into the IT lexicon. But what exactly is cloud computing? Does it differ from existing models or is it just a new buzz word invented to put a fancy spin on the same old products? More importantly, how will it change the way you run your IT service program?
Join this live webinar to hear David Mainville, CEO of Consulting-Portal, share his insights on cloud computing and its increasing role in IT service management.
Attend this interactive webinar to learn:
* How cloud computing compares to other service delivery models
* Who are the players when it comes to cloud-based IT service management tools
* How you can exploit cloud computing in your IT service management
* And more...
The Perfect Agent: Tools and Technology for Coaching Your Support Teamtodd.lewis
How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away?
Communications skills expert Rich Gallagher, a noted author and trainer who is also a former support manager, joins with Citrix to share the secrets to getting the best out of today's distributed support team.
Based on concepts from Gallagher's latest book, How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work, this free Webinar will help you get the best out of everyone in today's virtual support environment.
This Webinar’s topics will include:
-- The psychology of a typical agent
-- Strength-based coaching techniques that create real performance change
-- Managing performance problems from near and far
-- Making your agents part of a team
-- How technology can help improve remote-support performance
This presentation was developed to introduce new hires to the Quality & Training Department staff and to clearly define account expectations for call monitoring.
5 Lessons Learned in Product Management by Twitch Senior PMProduct School
Main takeaways:
- How to take a non traditional path to product management
- How to leverage your unique background to differentiate yourself as a Product Manager
- Steps you can take to build your product management skills/portfolio while in other fields
My motto this year is "Evolve & Disrupt". I did a couple of keynotes on the matter recently, so I'm sharing this presentation to illustrate how I handle the "fuzzy front-end" of product development, aside from the Lean Startup stuff everybody talks about. Don't be fooled by the funny (and a bit irreverent) cartoons; Jobs To Be Done is a major breakthrough with a lot of practical applications. I have been working solidly on it for the last year and it is totally influencing how I see the world.
Elicitation and requirements analysis are some business analysis skills that are extremely helpful in an agile setting especially for team members responsible for product ownership. Equally helpful, if not more so, are the skills that teams use to interact with stakeholders, make decisions, and react to actual situations as they arise. The best way to understand the relevance of these skills is to share stories of successful, and perhaps not so successful interactions on real projects and discuss what the team learned. Join Kent as he shares stories from his experiences as Submission System Product Owner and relates the things he learned to useful skills for all business analysts. You’ll get a chance to tell Kent where he went wrong and also consider how to apply the lessons learned in your own setting. Along the way you’ll hear about some techniques for addressing common project situations that work well as long as you get the nuances right.
10 Things Federal Customers Want from an IT Support ExperienceBMDS3416
In today’s competitive market, customer satisfaction is key. What factors make the IT support experience better for Federal customers? Consider these 10 things.
Asking the Right QuestionsConvincing others to buy into an i.docxcargillfilberto
Asking the Right Questions
Convincing others to buy into an idea, a product, or an initiative requires listening and communicating effectively. Asking the right questions can help people to open up and to discuss upcoming changes more freely, while understanding that they have a voice in the process.
Scenario: Your company has developed a new initiative or product, or it is introducing a change to technology or personnel that will affect your team and its daily working environment. You are tasked with gathering buy-in from your team, as well as learning if they have any objections to this initiative.
You call a meeting with your team:
Briefly describe the new initiative and why it is important (e.g., a reorganization, a new product, a new technology, etc.)
Draft three questions for your team designed to gain buy-in and support for this new initiative
Next, share your communication strategy with us:
How will you know if your questioning was effective?
Your team needs to know they have a voice - during this meeting, how did you let them know you are listening to them and that their opinion matters?
Post your initial response by Wednesday, midnight of your time zone, and reply to at least 2 of your classmates' initial posts by Sunday, midnight of your time zone.
I hope this will be helpful:
There are four questions (4) to answer in your Discussion Post.
Please make sure you do all the week's readings and listen to the videos before answering the following questions:
1.
What is the new initiative and why it is important (e.g. a reorganization, a new product, a new technology, etc.)?
• Explain to the class and me what the new initiative or product is. Why it is important? Make sure to explain why the team's input is so important.
2.
You are going to ask your team three (3) questions that will generate a healthy conversation about this new initiative or product. Draft these questions and share them with us.
• In your readings this week, you will learn about open-ended and closed-ended questions. You need open-ended questions as they give you the most information. As Munter says this week, open-ended questions are designed to elicit the most information from others (1). They usually contain the words, what, why or how.
3.
When you ask your team these three questions, explain to us how you will know if your questioning was effective?
You need to ask questions that prompt a conversation because that is how you will gain, as Jack said,
"get every brain in the game" (Welch, 2).
The discussions will let you know that your questions were effective.
One of the most important ingredients for buy-in and winning is trust. Without this, it is unlikely that the stakeholders will show support for your initiative. Trust can be gained by candor and transparency, creating a connection, and communicating clearly. If
you have candid and transparent discussions with your team, the answers they give will let you know that your que.
Boost Your Intelligent Assistants with UX TestingApplause
Businesses turn to intelligent assistants to provide 24/7 support for their customers and to increase efficiency. When intelligent assistants are built well, you can foster customer loyalty and support internal processes by automating simple use cases. It’s a win-win for both customers and businesses.
However, when interactions with intelligent assistants become frustrating it can become a liability.
The key to delivering an effective intelligent assistant is user testing. Join Inge De Bleecker, Senior Director of UX and Conversational AI for Applause, as she breaks down the role user testing plays in the development and growth of intelligent assistants. Learn how to plan and execute a user testing strategy, and use those results to create a highly-capable intelligent assistant.
SXSW Workshop on Designing for Behavior Change (2014)Stephen Wendel
Slides from my 2.5 hour SXSW workshop on how to design products to support behavior change among users. The toolkit that accompanies it is up on actiondesign.hellowallet.com.
Lean UX - Applying Lean Principles to improve
User Experience in Agile environment. It accomplishes this by getting out of the deliverables business and instead focusing on successful experiences.
Similar to Power Of 30 Seconds: Best Practices for Exceptional Support (20)
ITSM in the Cloud - A Change in the Weathertodd.lewis
Whatever your opinion of 'cloud computing', there can be no doubt that it has firmly entered into the IT lexicon. But what exactly is cloud computing? Does it differ from existing models or is it just a new buzz word invented to put a fancy spin on the same old products? More importantly, how will it change the way you run your IT service program?
Join this live webinar to hear David Mainville, CEO of Consulting-Portal, share his insights on cloud computing and its increasing role in IT service management.
Attend this interactive webinar to learn:
* How cloud computing compares to other service delivery models
* Who are the players when it comes to cloud-based IT service management tools
* How you can exploit cloud computing in your IT service management
* And more...
How to Build Marketing Presentations for Webinarstodd.lewis
Marketing webinars can build awareness of your company, help advance prospects along the sales cycle and establish you as a thought leader in your field. Or they can frustrate and annoy your audience so that they never want to hear from you again!
Join Ken Molay, president of Webinar Success and a former director of product marketing, as he presents practical guidelines for creating webinar presentations that engage your audience and create sales interest.
In this one-hour, interactive webinar you'll:
* Find out how to hook an audience quickly and make them want to pay attention.
* Learn the commonly used presentation technique that actually works against you in a webinar.
* Get examples of proper structure and flow for a marketing webinar.
* Hear much more practical advice on building engaging webinar presos.
How to Develop a True Multi-Channel Contact Centretodd.lewis
The most talked about topic in the service and contact centre sector is the coming of the multi-channel service centre. Service centres have progressed from being call centres to contact centres (phone and email) to now being truly multi-channel with up to 14 different customer touch points.
But how do you develop a multi-channel contact centre? What are the benefits? What are the pitfalls? And which organisations have successfully implemented one?
Join this live, interactive and entertaining webinar with Dr. Catriona Wallace, director at callcentres.net, and learn how to successfully launch a multi-channel centre.
Attend this webinar to discover:
• Why it's critical to start transitioning to a multi-channel contact centre
• Three key steps to developing a true multi-channel contact centre
• First-hand insights from managers who have successfully implemented multi-channel strategies
• And more...
Strategies for an Efficient and Highly-Effective Support Organisationtodd.lewis
In today's challenging economy, everything hinges on the customer. And that's why support organisations must make the customer experience a strategic focus.
Join us for an interactive Webinar to hear Peter McGarahan, president of McGarahan & Associates and industry thought leader, share best practices and proven strategies for improving first-contact resolution and customer satisfaction by optimising existing resources.
Attend this Webinar to learn:
-- How to integrate processes, tools and professionals with customer touch points
-- What is the Total Contact Ownership approach and why you should adopt it
-- Best practices for operating an impressively efficient, effective support organisation that exceeds customer expectations
-- And more...
First Call Resolution - The Key To Superior Tech Supporttodd.lewis
First-contact resolution (FCR) is the 'Holy Grail' for a technical support operation - directly impacting customer satisfaction, loyalty and corporate revenue.
Join us for a live Webinar to hear Rob McDougall, president of Upstream Works and an expert on FCR, discuss how technical support centres can significantly reduce call volume, increase customer satisfaction and positively impact the bottom line.
You will also discover how successful companies leverage remote support to dramatically increase FCR and reduce costs.
Attend this interactive Webinar to learn:
-- Steps for measuring and improving FCR within your IT support operation
-- The strategic impact of FCR on both bottom- and top-line operations
-- How remote-support technology is a key contributor to increased first-contact resolution
-- And more...
Social media tools like Facebook are redefining how your customers and stakeholders interact online. Isn’t it time to learn how your business can leverage this powerful platform?
In this interactive Lunch+Learn Webinar [https://www1.gotomeeting.com/register/414619784], you’ll get practical steps on how to develop and implement a Facebook strategy for your business - including what NOT to do.
Attend this one-hour Webinar to learn:
* 5 ways to a rapid-start Facebook strategy
* How to build and engage your Facebook community
* Real-life examples of how businesses of all sizes use Facebook to build their brands
* And more...
Twitter For Business Lunch+Learn Webinartodd.lewis
Social media tools like Twitter are redefining how your customers and stakeholders interact online. Isn’t it time to see if your business can leverage the power of this microblogging platform?
In this interactive Lunch+Learn Webinar, you’ll get a step by step breakdown of how the Twitter service works and how to get started using it. Moreover, you’ll be able to engage with industry experts on practical ways to integrate Twitter into your business.
Attend this one-hour Webinar to learn:
*How to get started using Twitter
*Twitter do’s and don’ts
*How businesses of all sizes use Twitter to gain an advantage
*And more...
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Exploring Patterns of Connection with Social Dreaming
Power Of 30 Seconds: Best Practices for Exceptional Support
1. The Power of 30 Seconds
Best Practices for Exceptional Support
Listen to audio over your computer speakers
or you may phone in:
Australia #: 03 9008 6791
New Zealand #: 09 985 3580
Access Code: 452-985-384
We will begin at approximately 11am Australian EST
5. Introduction to Speakers
Rich Gallagher,
President, Point of Contact Group
Brenda Dentinger,
Product Marketing, Citrix Online
6. What we will learn today
Steps for coaching your team to manage the first 30 seconds of a
support transaction
Set customer expectations, establish trust and measure the
effectiveness of the interaction
Leverage remote-support technology to quickly diagnose and
resolve technical issues
8. What happens in the first 30
seconds?
Your agents create psychological
triggers that govern the other person’s
response
They broadcast their own level of
competence
They build a level of trust that affects
the life cycle of the entire transaction
9. Polling Question
How do you think most people on your team would
respond when a customer says “I’m at the end of my
rope with this problem.”?
1. Uh-oh ... it’s going to be a long call.
2. I am good at turning situations like this around.
3. My job would be easier if people didn’t dramatise
everything.
4. This person could be legitimately frustrated …
or high-maintenance.
10. The first step:
The inner game of customer support
What people think before they speak determines how the first 30 seconds will go
•Tone of voice
•The words they choose
•How they react
11. The science of our “vibes”: Common
thinking traps
Negative expectation: the presumption things will go wrong
“Here comes another demanding customer”
Stereotyping: assuming patterns in people
“These kids/elderly/non-native speakers take up a lot of my time”
Personalisation: it’s all about me
“This person’s frustration is directed at me, not their computer problem”
12. Managing your “vibes”
Unconditional positive regard: imagine one good thing about the
customer
“This person cares about doing a good job”
Reframing: choose an alternate description for the situation
Turn “she is wasting my time” to “she is detail-oriented and I can help”
Reattribution: seek other causes for customer emotions
“She may be shy, not passive-aggressive”
13. The second step:
The first things you say
Opening statements – particularly after your company’s scripted greeting –
set the tone
There is no one universal effective opening statement
Effective openings are:
Sincere
Appropriate
Benefit the customer
14. An example of an effective opening
Step 1: “Welcome to XYZ company. May I have
your name?”
Step 2: “Hello (name), what can I do for you
today?”
Step 3: Paraphrase the customer response
15. Polling Question
How do you think most people on your team would
respond when a customer tells him/her that their
software is not working?
1. “I am sorry to hear that.”
2. “I understand.”
3. “So your software stopped working on you. Let’s
take a look at what happened.”
4. “Can you tell me more about what happened?”
16. The third step:
Your initial response
Many standard “support” responses create bad reactions
Repeating customer issue word-for-word
Asking questions before acknowledging customer
Using catch phrases
The best first response is a three-step process:
Paraphrase customer statements
Acknowledge the customer’s agenda
Make an action statement
17. The three octane levels of
acknowledgment
Level 1: Observation
“I can see this software problem is really
frustrating you.”
Level 2: Validation
“No one likes to have their word processor
freeze.”
Level 3: Identification
“I would be unhappy if my bill wasn’t correct
either.”
18. Canning the catch phrase:
Words to avoid in the first 30 seconds
Avoid these phrases like the plague:
“I’m sorry” – usually followed by “but”
“I understand” – no you don’t
“You’ll have to” – no one “has” to do anything
Because of overuse, people process these phrases to
mean “I don’t care”
The sentiments are OK, just choose different words
19. The fourth step:
The “Quiz Show” technique
Wording things in the form of a
question shows interest and gathers
data
Helps transaction become much less
likely to become adversarial
20. The anatomy of a good question
Good questions are targeted, relevant, benefit-driven, and respectful
The best questions link to the customer’s own statements
“Since you started getting that error message, has your system
performance changed?”
The worst questions are scripted, off-topic, and unexplained
“I have a disk drive error.” “What version of the operating system are you
using?”
21. Summary
You can teach people how create a great service
experience in 30 seconds or less
Customers respond to:
What you are thinking
Opening statements
First responses
Good questions
The right communications skills integrate with tools
like GoToAssist
22. Augmenting Communication with
Remote Support Technology
1. Connect Instantly to See
Problems
2. Collaborate to Solve Complex
Issues
3. Get Customer Feedback
4. Monitor & Analyse Performance
5. Define and Reach ROI
23. # 1: Connect Instantly to See Problem
Initiate Session via Web or Phone
24. # 2: Collaborate to Solve Complex Problems
1st to Market
END‐USER
TIER 1
TIER 2
ESCALATED TIERS
VISIBLE INVISIBLE
OR MANAGER SILENT MONITORING
25. # 3: Get Customer Feedback
Post-session surveys and online reporting provide
immediate, measurable feedback on the end-user
experience
Jerry did an excellent job. What a life
saver.
Excerpt from Management Reporting
27. # 5: Define and Achieve ROI Goals
Develop Clear and Measurable Goals
FCR C-SAT ROI
% % $
28. Win a copy of How to Tell Anyone Anything
Question
How many remote support sessions can
a GoToAssist subscriber conduct per
month?
Answer
Unlimited.
30. Get Started Today!
Complimentary Trial
1800 451 485
www.gotoassist.com
+61 2 8870 0870
Look for a Link to the Recorded Session within 24 Hours
31. More Power of 30 Seconds related information:
To learn more about today’s topic, visit
www.greatcustomerconnections.com
Rich Gallagher’s communication skills training programs,
visit www.pointofcontactgroup.com
To contact Rich:
Email: gallagher@pointofcontactgroup.com
Twitter: @gallagherPOC