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.
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.
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 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.