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Customer
Service Training
20
Fast WOW Telephone Techniques:
A
Telephone Tune-Up for Your Frontline Agents
4
Hours
Participants
of this seminar will discover fun and practical tips for
WOWing every customer, every time. Attend and you and your
team will learn…
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How
to challenge unreasonable customers without losing
your job…or the customer
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8
ways to make every caller feel taken care of...these
tips will boost customers' satisfaction, create calm with
upset customers, and make you a rock star!
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Steven
Covey's 5th Habit...discover
what it is and why you need to master it.
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How
to calm any panicked, upset, or irate customer in 6
seconds flat. I'll give you a little hint: Reflect
back intensity.
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Learn
the correct (and polite) way to put call
ers on hold...customers hate to be put on hold,
but this technique will put them at ease immediately.
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The
best way to transfer a call. Customers have no
tolerance for multiple transfers, but this 4-point
technique will be like giving them a shot of Novocain
before the transfer.
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How
to handle the cursing or yelling caller. I'll show you
how to handle extreme behavior with confidence, control,
and credibility.
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The
#1 Service Recovery skill you need to know.
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The
new service icon that customer service professionals are
flipping for…what Gumby can teach you about WOWing
customers…This new approach to service delivery is fun
to implement, sticks with your employees, and truly
surprises and delights customers.
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3
things you can do to instantly
get customers on your side, or at any rate, not
against you.
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How
to deliver Beyond WOW service by simply "going one
better" when you come across a man in a desert. Trust
me, this will make sense once you tune in.
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They
say first impressions are everything. I’ll show you
how to make the most of the first 6 seconds of a phone
call and the last 3 seconds.
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Be
a customer service maven by tomorrow! 7 super-simple
tips for WOWing customers over the phone.
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How
to say (just about) anything to any customer...it's
not what you say, it's how you say it.
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3
simple questions to put you back in control of any
conversation. This includes conversations with
ramblers, difficult customers, and know-it-alls
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How
to say ‘no’ without causing resentment…or worse,
losing the customer
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If only you’d
stop talking...
How to politely
get ramblers, whiners, and storytellers to cut to the
chase…yes, it can be done!
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Learn
expert listening
techniques
that let callers know they have your undivided attention
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Calm
down already! I’ll
give you 3 strong, but non-threatening tips for creating
calm with upset customers. You’ll love these!
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How
to make customers feel smart... even when they ask
dumb questions.
PLUS
§
Venting: How much is too much
§
This simple tip will help you save time,
money, and your sanity with difficult customers
§
The 10 Golden Rules for Complaint
Resolution
And like all of Myra's seminars . . . you'll get much, much
more
!
Back
to Customer Service Training Main Page
Added-Value
Through Call Center Consultation
Myra’s
call center and customer service improvement expertise goes
far beyond her measurably effective training. Many of our
clients take full advantage of Myra’s expertise and
abundance of resources by having Myra come in before a
training or stay after a training to spend time in the call
center. If you’d like to work with Myra for call center
analysis, she can review call center reports, hold Agent
roundtables, examine processes, listen to phone calls, and
provide an executive briefing on her findings. Contact Myra for more details.
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