Have you ever had a bad day and then barked at a coworker? Or worse yet, at a customer? We call it Emotional Leakage and this program will help viewers realize how damaging this behavior can be.
Whoever answers your organization's phone IS THE COMPANY to your customers. Your customers will likely never talk with the CEO, but many will interact with your frontline personnel.
Help call-center staff resolve customer inquiries effectively and professionally. Customers who are fatuous, difficult or helpless are every call centre operator's worst nightmare. However, it often requires more than just a good ...
Apart from the actual skills and techniques, why is it that some people seem like "naturals" when it comes to providing great customer service? This program identifies and highlights the basic characteristics and traits of people who demonstrate excellent customer service.
This powerful program helps viewers understand that a great attitude isn't something that magically happens. Rather it's a choice that people make in advance about how they're going to deal with life's events. Key points include choosing your attitude in advance, visualizing success and ...
This video includes an effective four point plan for calming irate callers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem not at the CSR. This program includes the proven ASAP technique for handling ...
Employees either serve customers directly or they serve someone who does. It's critical for superior customer service to begin within the walls of your organization. This program illustrates the 6 essential elements for improving internal customer service and help employees realize we are ...
This program explains that all callers are created equal and offers techniques which will make communications easier with foreign language customers. Realistic vignettes and characters make this program a powerful sensitivity builder.
What exactly constitutes rude behaviour? Must it be intentional? Using humorous vignettes, this program explores the various types of rudeness according to the Rudeness Matrix and also raises awareness to how one's actions can be perceived as rude.
This program addresses understanding and being understood in spoken and written service situations. It covers voice, tone, words used and how the listener's perception affects how well you communicate with customers. Communication methods used include: phone, face-to-face, ...
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