Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results. This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service.
Latest "Conflict Resolution" Posts
by Nancy Friedman
If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.
Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients.
For instance, one forbidden response is, “I don’t know” Replace this with “That’s a good question, let me check and find out!”
This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider!
Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.
Team Building, Conflict Resolution & Mentoring
What To Say When Workplace Communication Training DVD Series
Problems with workplace communication will lead to low productivity, high stress and stalemate between co-workers. Apathy or the status quo isn’t an effective strategy.
Introducing the What To Say When Workplace Communication Training DVD Series.
Human Resource expert Hugh Murray shares the tactics and logic needed to navigate a wide variety of workplace relationship dilemmas.
Was it all just a dream? Joe comes to realize that some of the ethical shortcuts he’s been taking around the office could come back to haunt him. It’s time to raise his level of integrity.
Suggested Topic Applications:
- Staff Meetings
- Team Building
- Internal Service
- Managing Change
- Ethics & Integrity
Running Time: 3 minutes
Delivering Feedback: Fixing Performance Problems
Whether it’s at an appraisal or part of everyday interaction, delivering feedback is one of the most important, yet difficult skills an effective manager needs to develop. Your managers will learn to use the C.E.D.A.R. model to prepare for and engage in constructive feedback sessions.
Individual course package is $990 – order the Complete Newmarket Learning Management Package for $2,990
Five Forbidden Phrases® of Customer Service
Our all time best seller! Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur.
How To Handle The Irate Customers
This best selling customer service training program includes a highly effective four point plan for calming irate customers 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 irate customers.