By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really...
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn...
Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I...
McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak...
by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a...
by Pamela Walters Every company gets excited about “making the sale.” A lot of time and expertise go into identifying prospects,...
by Jared Grafman Investing in customer service training is one of the best ways to increase customer retention. And, loyal...
Corporate America isn’t prepared yet to deal with this generation’s demands as consumers and employees. Thought provoking article in National...
A donation was made today to one of our favorite causes, The Wounded Warrior Project. This gift was made...
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!