Online Customer Service Training: Live Instructor Led Webinars

"It’s Not Only What You Say…"

Date: Feb 10, 2011
Time: 11am to 12 Noon CST

Content:

The old saying goes, “It’s not what you say, but how you say it.” As customers service experts, your saying should be, “It’s all about how you say it.” While the words we use are important, volume, tone of voice, appearance and posture are other factors that speak volumes to your customers about the quality of service they receive. During this interactive Webinar, you will discover the elements that make up the message we send to our customer and practices ways to make every element of the customer experience a positive one.

During this interactive webinar, you will:

1. Explore the 3 elements of a message that “speak” to our customers
2. Understand the impact of non-verbal communication on customer interaction
3. Learn tips to control the “voice” behind the words
4. Find out how posture and appearance affect the message

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"Dealing With Difficult Customers"

Date: May 5, 2011
Time: 11am to 12 Noon CST

Content:

It only takes about 30 seconds to realize that a 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 most difficult. 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 explore reasons behind customer attitudes and learn strategies to better manage these situations.

During this interactive webinar, you will:

1. Learn ways to manage your own attitude
2. Discover the value of acknowledging, empathizing, clarifying and confirming
3. Study three types of Anger Patterns
4. Learn how to use the Three F response model to handle difficult customers

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"Reading Between the Lines – Delivering Clear Messages"

Date: August 4, 2011
Time: 11am to 12 Noon CST

Content:

Did you know that from cost-analysis perspective, 70% of your salary is a payment for your ability to communicate? We spend an average of 10% writing, 15% reading, 35% speaking and 40% listening, while at work! Effective communication is a key component when it comes to conflict resolution in the world of customer care. Excellent phone manners and polished writing skills are a direct contribution to achieving high customer satisfaction scores and ultimately increased client retention.

During this interactive webinar, you will:

1. Recognize key elements of information delivery and their effects on believability of the message
2. Learn how to create & project positive attitude even when you have to say NO
3. Acquire basic phone skills to improve overall interaction with customers
4. Learn the fundamentals of business email etiquette

"Creating & Implementing a Customer Service Strategy"

Date: November 4, 2010
Time: 11am to 12 Noon CST

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. During this webinar we will explore strategies for improving customer service to the external customer as well as creating and implementing an internal structure that supports a clear cut customer service strategy.

During this interactive Webinar, you will:

1. Understanding the guiding principles for effective customer service
2. Learn to identify customers and answer their concerns
3. Explore the 3 elements of a message that “speak” to our customers
4. Learn to establish a supportive internal customer service culture