Investing in customer service training is one of the best ways to increase customer retention. And, loyal customers generate more revenue than new shoppers.
That’s what recent research suggests: It’s less expensive to keep a customer than court one, and loyal customers are willing to spend more with businesses, but almost 90 percent of customers will turn to a business’s competitors after enduring a bad experience.
Give your supervisors and managers the tools they need to succeed!
Many organizations promote managers and supervisors based on strong performance in previous jobs. But too often the skills necessary to operate effectively at the management level don’t come naturally. Succeeding in a leadership position can be complex and tricky.
Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner find out what the customer really likes or dislikes?
Well, as the Telephone Doctor, your customers have told us what they won’t tell you.
Apart from the actual skills and techniques, why is it that some people seem like ‘naturals’ when it comes to providing great service? This program identifies and highlights the basic characteristics and traits of people who demonstrate excellent 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.
Learners will be introduced to the men and women responsible for originating some of the worst customer service habits which plague the planet today. Watch Joanie Jargon baffle her caller with an unending array of internal codes and abbreviations. See Bob Backwards put his paperwork before his customers.
There are basically three levels of service in the world. Do your customer contact employees deliver passive, average, or proactive service to your customers? This popular video training program teaches the importance of high energy, enthusiasm, rapport building and cross selling.
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.