10060 Courses

The first priority in calming upset customers is to diffuse tension and then resolve the issue. Discover some words to avoid and how to ensure angry customers feel like they are heard, feeling empathy and can see you are trying to find a resolution. The focus needs to be you and the customer against the situation. Learn how to implement a four-step model for calming upset customers. Understand how to manage customer complaints better in the future by understanding the special needs of customers with complaints. Learning Objectives Explain the difference between difficult situations and difficult customers, Apply a four-step model for calming upset customers, Summarize the do's and don'ts of working with upset customers 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

Follow-through with customers after the sale ensures that all the work you did up front not only sticks but produces additional sales. Up-selling works best when suggesting something related or like the original purchase. Discover you could up-sell before, during or after the sale. We will guide you to move from hunting to harvesting a client and how to sell more in less time. Learning Objectives Explain the importance of follow-through, Initiate and work up-selling opportunities, Establish an automated follow-up system Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Call escalation is including others in facilitating the resolution of a customer request. It may take place in person, on the phone, or through electronic communication. We will show you four steps in handling customer issues and call escalation. Learning Objectives Explain when call escalation is appropriate, Apply CORE™ steps for effectively facilitating an escalated call Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Communication skills are a fundamental aspect of success in the business world. However, many individuals encounter challenges in this area, such as difficulty in conveying their thoughts clearly, struggling to actively listen to others, or feeling anxious during public speaking. Effective communication is essential for building relationships, resolving conflicts, and making impactful presentations. Learning Objectives The following are some of the key outcomes in this course: Understand how communication is a process involving a sender, a message, and a receiver Learn why communication can fail if that process breaks down Learn why great communication skills matter to your professional success Understand five of the most common communication barriers Target Audience Young Professionals

Be balanced in your approach to delivering bad news. Deliver the information tactfully, balanced with directness or the 'meat' of the message. Understand how to use the sandwich approach in more sensitive matters: good news, bad news, good news. Think with your heart when delivering bad news. Your compassion will be appreciated. Learning Objectives Explain the pros and cons of direct and indirect communication, Apply three techniques for delivering bad news Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Productive and impactful meetings through proficient communication techniques is something we all want to improve. This involves mastering skills such as clear articulation, active listening, and concise summarization to ensure effective exchange of ideas and information among participants. By emphasizing techniques like agenda setting, time management, and fostering a collaborative atmosphere, the goal is to enhance meeting efficiency, maximize productivity, and strengthen team cohesion through effective communication practices. Learning Objectives The following are some of the key outcomes in this course: Discover the five steps to running meetings that are more efficient, more constructive, and more engaging for you and your team Develop an effective agenda that will give your team clarity, focus, and alignment Understand the conditions and steps involved in cultivating consensus as well as four strategies for reaching consensus faster. Reasons why conflicts arise and six strategies for resolving them Target Audience Young Professionals

The mission of every business is to create and retain customers. Understand the ten ways to create brand loyalty and implement the six F's strategy to exceed customer expectations. Learning Objectives Apply ten ways to create brand loyalty, Identify the six F's for exceeding customer expectations Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the importance of holding the receiver properly to maintain energy and vocal quality and how to vary your rate of speech to maintain listener interest. Adjust your voice to match the purpose of the call. Lowering your vocal range sends a more controlled image. Listen to learn the purpose of the call. Don't interrupt. Ask questions to clarify understanding. Learn how to flawlessly place calls on hold or transfer like a pro. Your customers will appreciate you! Learning Objectives Apply guidelines for physically handling the telephone, Implement voice guidelines, Apply effective telephone greetings, Transfer calls to make great first impressions Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Leaders and managers are powerful people who are able to exercise considerable influence over the way in which an organisation operates and its employees. Ethical leadership involves the way that managers and leaders carry out their decision-making in terms of moral issues and choices. It is concerned with right versus wrong, good versus bad and the many shades of grey in between. Moral implications spring from virtually every decision, both on and off the job, requiring the ethical leader to have more imagination and the courage to do the right thing, from an ethical standpoint. This course examines the role of the ethical leader and the influence that he or she can exert in terms of corporate social responsibility (CSR) and improving an organisation’s ethical climate.