Five Forbidden Phrases® of Customer Service DVD Training Course Our all time best seller! Don't tell customers what you can't do,...
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Six Cardinal Rules of Customer Service DVD Training Course Learners will be introduced to the men and women responsible for...
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Proactive Customer Service DVD Training Course There are basically three levels of service in the world. Do your customer contact...
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Essential Telephone Skills DVD Training Course Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional...
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Service Recovery DVD Training Course Offering great service is usually easy when things are going well. But you don't learn...
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An Attitude for Service DVD Training Course This powerful program helps viewers understand that a great attitude isn't something that...
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Business Friendly Customer Service DVD Training Course This course helps customer relationship professionals to become more Business Friendly. Business Friendly...
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Killer Words of Customer Service DVD Training Course This course features eight common phrases which are used innocently by customer...
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How To Handle The Irate Customers DVD Training Course This best selling customer service training program includes a highly effective...
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Give your team the tools to master these communication concepts:
- 4 steps to handle & defuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- How to compose an effective customer service email
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Best practices for email subject lines and address fields
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- Avoiding weak, wimpy words in business communication
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!