53587 Courses delivered Online

Understand how to use trustworthiness and expertise to inspire belief with those people around you. Discover ways to build credibility and playing devil's advocate against your case. Understand how to restore lost credibility using tools such as apologizing, explaining and recovering with a plan. Learning Objectives Explain why credibility is the core of influence and its two dimensions, Apply seven ways to build credibility to increase your influence, Implement three steps to restore damaged credibility Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Customer satisfaction equals your performance, divided by customer expectations. Expectations change depending on the situation and customer conditioning. Discover how to manage product expectations and manage the four levels of customer expectations. Exceed customer expectations with the 6 F's. Learning Objectives Summarize a formula for improving customer satisfaction, Identify the 6 F's for exceeding customer expectations, Describe how to manage expectations through communication standards Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Customer Experience Management is the process of strategically managing a customer's entire 'touch point' of experiences within an organization. Discover the dangers of ignoring Customer Experience Management and five areas of analysis to enhance your customer service. Learning Objectives Ask questions to identify customer buying paths, Identify four vital dangers of ignoring CEM, Implement five focus areas of customer relationship management Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

There are many challenges to getting the right help, most of which are our own mental self-doubt that gets in the way. We will teach you the guidelines for getting the right help. The one technique for getting help is to ask for it in the form of a statement. We will show you how to ask for the detail, be specific and thanking your helper. You will understand the benefits of a buddy system approach and group brainstorming. We will guide you on certain areas you need to be sensitive when asking or giving help. Learning Objectives Explain the challenges of getting appropriate help, Apply guidelines for getting help, Describe working with gender style differences Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the five C's for diamond-grade email etiquette. These include content, concise, clarity, color and carat. Identify the top ten spam filter mistakes to ensure successful delivery, avoid complaints, and improve response. Discover the ten power words to improve customer response rates. Learning Objectives Identify the Five C's to email etiquette, List the top ten words to avoid spam filters, Apply the top ten 10 power words to improve your response rate Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Customer satisfaction and loyalty are the most important factors in creating long-term business growth. Discover how to get quality feedback and how to work through criticism. Objectives of many customer satisfaction surveys look to measure three core indexes: satisfaction, loyalty, and value. Learning Objectives Describe how to get quality customer feedback, Respond appropriately to customer criticism, Explain how to "Take the HEAT" in difficult situations, Implement one question to grow your business Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example. Learning Objectives Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Sales force automation is an information system used to integrate and manage all sales, service, and marketing functions. Understand the key functions and benefits to sales and service providers. We will show you how to overcome complaints of time consumption and the benefits to managers and marketing. Learning Objectives Describe sales force automation, Summarize the benefits to sales, service, marketing, and management Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understanding and connection through compassionate and empathetic communication is critical. This entails actively listening, acknowledging emotions, and expressing care and concern in interpersonal interactions. By prioritizing empathy in communication, individuals can create a supportive and inclusive environment where everyone feels heard, valued, and understood. The goal is to cultivate empathy as a core communication skill, leading to more meaningful connections, improved collaboration, and enhanced overall well-being within interpersonal and professional relationships. Learning Objectives The following are some of the key outcomes in this course: Understand how empathy fuels successful conversations Understand how to communicate with empathy, and we list three statements to avoid when offering support What is an empathy roadblock, and list some of the most common ones Learn about four solutions for overcoming these roadblocks Target Audience Young Professionals

Service resiliency is the ability to recover quickly from a challenging, adverse customer situation, disruptive change, crisis, trauma, or negative stress. Learn how to cut down on the frequency of adverse situations. Implement nine steps to increase your service resiliency. Learning Objectives Describe the characteristics of service resiliency, Assess your current levels of service resiliency, Apply nine strategies for remaining R.E.S.I.L.I.E.N.T in adversity Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams