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.
STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM!
If you’re in the business of satisfying customers, the only thing that matters is what you DO
It’s almost a cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging about how much you care.
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.
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 course features eight common phrases which are used innocently by customer service staff every day. Although these eight phrases are normally meant with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the Killer Words and drives home the point that the customer’s perception is all that matters in service interactions.
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.