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Dealing
With Unacceptable Employee Performance
Info
CD!
The Dealing
Effectively With Unacceptable Employee Behavior Info CD is Myra
Golden’s answer to the
Call
Center
supervisor’s cry for help.
Call Center
supervisors throughout North America struggle with Agent attendance
issues, understanding their Generation X talent, addressing
unacceptable behavior, and coaching to improve performance,
while at the same time working relentlessly to deliver service levels
that please customers and senior management alike.
And they try to do
ALL of this without working themselves into a frazzle. Call center
managers and supervisors have it tough, without a doubt, but they're
also painfully aware of the urgent need to take matters into their own
hands.
The
Dealing Effectively With Unacceptable Employee Behavior Info CD
was designed to address the specific day-to-day reality of unending “people”
challenges that call center leaders face, and it offers a set of real,
not impossible, solutions to the problems of supervising, coaching, and
progressive disciplining.
Pointedly,
pragmatically, and without a hint of fluff,
Myra
explains exactly, step-by-step, how to address the many tough situations
call center leaders face everyday with their employees.
Myra
will
take you behind the scenes and reveal what every supervisor needs to
know to address unacceptable performance. For example:
·
Approach employees about problem behavior in such a way that
minimizes hostility and defensiveness and maintains esteem
·
Coach to redirect performance and set crystal clear expectations
·
Give constructive feedback with much more ease
·
Get employees to be accountable for their own performance
management
·
Document
disciplinary action so you are prepared if dismissal becomes necessary
Your
Info CD includes:
-
A
90-minute live Dealing With
Unacceptable Employee Performance teleseminar
-
A 90-minute live Understanding
Generation X teleseminar
-
Myra Golden’s famous 7 Steps
for Addressing Unacceptable Performance dialogue script
-
A Checklist for Progressive
Discipline & Firing
-
Outlines for Holding the Corrective
Meeting & Follow-Up Meeting (When performance does not improve)
-
Using the Skills of Lawyers in
Coaching Situations article
-
What Agents Really Need to Stay
Motivated article
Informational CD $149 Item # 809
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Now
The Ultimate Customer Recovery Guidebook: How to Keep Customers Coming Back After a
Service Mishap by Myra Golden
Myra, in March we purchased
the Customer Recovery Guidebook and I want to thank you
for opening up the flood doors and bearing all! I sat down
with my team of managers and supervisors and using your specific
advice we designed a full-fledged complaint resolution
strategy - the six step customer recovery plan, a full-day
training session, and brand new response letters - and
it's working like a charm with our agents and our
customers. We just LOVED the videos you included in
the eBook. How did you do that? Thank you so much!
Cecelia Thompson
Call Center Director
Los Angeles, CA
This Guidebook includes the complete philosophy and content of
our flagship
seminar, Beyond WOW Complaint Resolution. Many of our clients use
this Guidebook to design in-house training for customer service
representatives and most report that this Guidebook pays for itself
within days of reading! Readers
will:
-
Discover the bottom-line value of
complaints
-
Get an in-depth
discussion on the 10 Golden Rules for
Complaint Resolution
-
***BONUS***A
4-module online video seminar on Dealing with Difficult Customers
is packaged right within this ebook! You get these three videos: The
Psychology of Anger, Saying 'No' Without Causing Resentment,
Dealing with Customers Who Only Want to Talk to Management,
and Four Easy Things You Can Do to Resolve Anger. Our customers
just love this unique feature of the ebook!
-
Receive a
comprehensive course on winning human relations skills for
diplomatic communication
-
Examine
step-by-step instructions for developing and launching a service
recovery plan
-
Gain dozens of
tips, tactics, and techniques for dealing with demanding, irate, and
unreasonable customers
-
*Yet Another
BONUS* a 3-module online video seminar on Win Win Negotiation is
included! Video #1 5 Barriers to Successful Negotiation,
Video #2 Basic Negotiation Strategies, and Video #3 How
to Respond to a Negotiation Ploy.
Ebook
$99.95 Item # 3901
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now 
Want
the CD too? Add $15
Buy
now.
How to Resolve Complaints Without Giving the Store Away
by
Myra Golden
Customer Service Professionals must be skilled in regaining customer
goodwill and keeping customers from defecting to the competition. They
must also be adept in presenting the company’s view point, making
resolutions without “giving the store away” and saying no without
sending the customer to the competition.
Our most popular eBooklet
presents
field-tested strategies for remedying customers’ problems without
losing your wallet to include:
-
Structured empowerment
-
3 questions you
must ask before making any refund
-
The importance of anger diffusion before problem resolution and
more
-
Win win negotiation strategies
-
13 great phrases to calm upset
customers
19
pages, 8 ½ x 11,
$6.95 Item # 4701
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now
Introducing The
Completely Idiotic Guide to Management for Dimwits by Sarah Kobos…
A
satirical look at what it takes to be the boss. This hilarious,
tongue-in-cheek "how to" book explores management techniques
that reveal what REALLY goes on in corporate America. Anyone who's ever
had a lousy boss (and who hasn’t?) will enjoy sections on: motivating
by fear, inspiring employees with glossy posters and ironic slogans,
sabotaging co-workers using blind-copy emails, and much, much more!
$12.95 Buy
now More
Info...
How to Write Complaint Response Letters
by Myra Golden
When you complete this eBooklet, you
will be equipped to quickly generate sincere letters that restore
customer confidence in your company after any service failure. Here's
what's inside:
- 7 Golden Rules for Writing
Response Letters
- An awesome response letter example
- Specific tips for responding to email
complaints
- 4 of the most common letter writing
mistakes - and how to avoid them
15 Pages, 8 ½ x 11, $5.95 Item # 4705
Buy
now
Beyond
WOW!
by
Myra Golden & Dr. Jeffrey Magee, CSP
The explosive ideas in this book
will help you go beyond the WOW experience to build a profitable
base of customers, quickly regain customer goodwill after service
mishaps, and even win back customers with a WOW customer service
training strategy!
-
Completely
restore customer confidence and regain goodwill after any service
failure
-
Learn
how to launch relationship marketing campaigns to strengthen loyalty
with your current customers
-
Get
your customers back from the competition with our powerful win back
strategies
-
Discover
why you need to forget customer satisfaction and strive for customer
loyalty
-
Deploy
more than 50 growth and retention tactics today
Buy
now! : More
Info...
The Customer Service Manager’s Tool Kit
by
Myra Golden
This eBooklet is a grab bag of practical tools to help you manage the people side of your department. In this variety pack you’ll find 7 tips for addressing unacceptable performance, creative ways to inspire high performance, 9 steps for coaching CSRs, a list of competency based skills you should look for when hiring CSRs, along with interview questions.
23 pages, 8 ½ x 11, $16.95 Item # 4702
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now
Selecting a Customer Relationship Management System for Total
Complaint Management
by
Myra Golden
Customer feedback must be captured, recorded, analyzed, shared and
strategically used. The best way to position a customer service
operation to use customer feedback as a strategic tool to improve and
grow the business is to manage customer contacts with a customer
relationship management (CRM) system (also known as complaint management
system or contact management system). This eBooklet explains the
benefits of a CRM solution, describes specific features you’ll want to
consider, includes questions to ask potential vendors and a list of
reputable companies offering CRM solutions for customer care.
12 pages, 8 ½ x 11, $6.95 Item # 4703
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now
Customer Win Back
by Myra Golden
Customer win back is an ideal core offering to add to consumer affairs
operations to increase retention and build loyalty. Customer win back,
recovering lost customers, is a proactive and powerful process that can
lead to huge profit potential. Studies show that companies can
successfully sell back to 20% - 40% of lost customers – when they try.
This Info Pak offers 6 easy steps to launching a successful win back
campaign.
11 pages, 8 ½ x 11, $6.95 Item # 4704
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now
How to Develop a Service Recovery Plan
Many call centers have worked hard and long to create a disaster
recovery plan, but what a bout a service recovery plan? A service
recovery plan is a tool frontline staff can use to quickly
determine recovery strategies that protect a company’s best customers
from defection and strengthen loyalty after a service mishap has
occurred. Those
overseeing customer service operations, quality assurance and process
improvement departments and all those involved in a customer recovery
leadership role will find this eBooklet valuable.
15 Pages, 8 ½ x 11, $7.95 Item # 4706
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now
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