Online Customer Service Training: Quarterly Best Practices Webinars
Baker
Communications now offers quarterly best practices webinars
that are powerful training tools. By attending our webinars,
you will learn valuable tools and techniques without leaving
your desk. These are a perfect compliment to a live
class to continue and reinforce learning.
Upcoming Customer
Service Webinars:
"Dealing With Difficult Customers"
Date: February 12, 2008
Time: 11am to 12 Noon
Content:
It only takes about 30 seconds to
realize that this call is probably not
going to go well. The customer is tense,
irritable, loud, unreasonable, angry and
profane. It will only go down hill from
this point. Your first reaction is to
simply hang up and hope someone else’s
number comes up when he calls back. This
is customer service at its very hardest.
This is also when your commitment to
exceptional customer service will show
forth at its best. It all begins with
being well trained and thoroughly
prepared.
During this interactive Webinar you
will:
- Learn ways to manage your own
attitude
- Discover the value of
Acknowledging, Empathizing,
Clarifying, & Confirming
- Study three types of Anger
Patterns in customers
- Understand the reasons customers
can be difficult
- Learn how to use the Three F
response model to handle difficult
customers
Back to
Top
"Creating & Implementing a Customer Service Strategy"
Date: May 8, 2008
Time: 11am to 12 Noon
Content:
Customer satisfaction is achieved by
providing valued services and products.
In short, we can provide value to
customers simply by creating positive
experiences that live up to our client’s
expectations. This customer service
culture must be supported by leadership
that emphasizes the importance of each
customer and employee. These leaders
must be creative, energetic able to
embrace change and persistently strive
to improve. Improving customer service
to the external customer begins with
creating and implementing an internal
structure that supports a clear cut
customer service strategy.
During this interactive Webinar, you
will:
- Understanding the guiding
principles for effective customer
service
- Learn to identify the customer
and what they want
- Uncover the value of empowering
your customer service
representatives
- Learn to establish a supportive
internal customer service culture
Back to
Top
"Gaining Customer’s Loyalty - Simple Truths We Overlook"
Date: August 7, 2008
Time: 11am to 12 Noon
Content:
70% of our decision to purchase and
retain the same vendor is directly
correlated to human interaction during
and after the point of sale. Research
shows that on average, a company invests
10% of its resources to train and
advance its customer service segment.
The good news is that there are basic
and simple to implement tools you can
utilize in your daily interactions to
improve overall customer satisfaction,
client loyalty and ultimately increase
your business’s net profitability.
During this interactive Webinar, you
will:
- Uncover key customer
expectations critical to
establishing and sustaining vendor
loyalty
- Learn tips to establish and
sustain long term customer retention
- Identify (2) main factors that
affect customer loyalty & ways to
improve them
- Acquire basic follow up skills
to increase customer satisfaction
Back to
Top
"Gaining Customer’s Loyalty - Simple Truths We Overlook"
Date: August 7, 2008
Time: 11am to 12 Noon
Content:
70% of our decision to purchase and
retain the same vendor is directly
correlated to human interaction during
and after the point of sale. Research
shows that on average, a company invests
10% of its resources to train and
advance its customer service segment.
The good news is that there are basic
and simple to implement tools you can
utilize in your daily interactions to
improve overall customer satisfaction,
client loyalty and ultimately increase
your business’s net profitability.
During this interactive Webinar, you
will:
- Uncover key customer
expectations critical to
establishing and sustaining vendor
loyalty
- Learn tips to establish and
sustain long term customer retention
- Identify (2) main factors that
affect customer loyalty & ways to
improve them
- Acquire basic follow up skills
to increase customer satisfaction
Back to
Top
"Keeping Your Customers Happy with Courteous Customer Service"
Date: November 6, 2008
Time: 11am to 12 Noon
Content:
Good customer service is the
lifeblood of any business. You can bring
in as many new customers as you want,
but unless you can get some of those
customers to come back, your business
won’t be profitable for long. These
eight simple rules will ensure that your
business becomes known for its good
customer service and allow you to reap
the benefits that good customer service
provides.
During this interactive Webinar, you
will:
- Understanding the power of
listening to your customers
- Learn to make promises you can
keep
- Demonstrate value to the
customer
- Continue to gather and
effectively use customer feedback
Back to
Top
What is a Webinar?
A webinar is a seminar given over the
internet. You can raise your hand, ask questions, take
notes, and do role plays. Days before the webinar, you
will receive an email that contains a link, a toll free
conference call number, meeting number and password.
Shortly before the webinar is about to start,
log in to the webinar, dial in and enjoy the webinar!
Our webinars
are extremely affordable and convenient compared to other
training programs and seminars. Your entire team reinforce
their learning quarterly with out having people out of the
office and travel costs.
Baker Communications
offers Quarterly Best Practices Webinars in seven different topics - click subjects below for topics:
Back to
Top
|
Contact Us
For More Information On Webinars:
|
 |
Natalia is one of the
bi-lingual multinationals on Baker
Training Team. As a Senior Instructor
and a member of Content Development
group, her core competencies range from
sales and marketing integration to
seminar facilitation and content
development in a wide range of
industries and settings from global
corporations to small businesses and
government entities. As a WebEx
Specialist, Natalia designs and develops
in-class training and presentation
curriculums to suit on-demand
applications for remote delivery
allowing clients to maximize the
productivity of their global workforce
by providing effective Web-based
training solutions.
Prior to instructing,
Natalia acted as Marketing & Advertising
Project Manager for one of the leading
commercial real estate developers in
Central Texas, Stratus Properties. She
also specialized in the sales of
integrated custom-tailored IT solutions
to small and medium business markets at
Dell, Inc., which provided Natalia with
ample opportunities to refine core
competencies of being action oriented,
customer-focused, and results-driven,
and allowed her to further improve her
negotiations, sales, presentations and
time management skills.
|
Back to
Top
|
