Business Friendly Customer Service

Business Friendly Customer Service DVD Training Course

This course helps customer relationship professionals to become more Business Friendly. Business Friendly is defined as the middle ground between being too cold and impersonal and the other extreme of being too familiar. Topics include, What exactly is business friendly? Realize that every call is unique – don’t become desensitized. Work to solve the customer’s problem – don’t argue. Always try to show empathy – don’t ignore what they say. Smile – don’t be cold. Avoid emotional leakage – don’t get angry at Peter and take it out on Paul.

This course includes access to an online Leader’s Guide, Participant Workbook, PowerPoint and Observation Checklist. Running time is 17 minutes.

Order the Complete 12 DVD Telephone Doctor Customer Service Library for only $2,990.

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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!