Improve Customer Service Scores: Develop Skills for Client Satisfaction
Recording Price: $199.00
(Includes Proprietary Materials)
Whether on the phone or in person, customer service representatives often struggle with specific interpersonal skills necessary to ensure positive client interactions. Showing compassion, effectively monitoring tone, and making personal connections are all tools that separate average from outstanding customer service reps. How can you gain the communication skills necessary to connect with your customers and deliver exceptional service? Join us for a live, 60-minute webinar to discover:
How to effectively show compassion towards customers
Keys to monitor your tone & remain positive
Tips to connect with customers & make personal connections
Real life examples of what works & what doesn't work
How to actively utilize the 9-point call flow strategy
Methods for Expressing Empathy & Compassion: Create Common Ground
How to effectively use the empathy response strategy
7 key phrases for showing compassion & understanding
What words to avoid when speaking with customers
Self-Monitoring Your Tone: Ways to Keep Your Cool Under Pressure
How to avoid sounding impatient, rude, or negative
Keys to interpret customer responses & adjust accordingly
Techniques to soften your tone & sound friendlier
How to monitor your tone when you are frustrated
Building Personal Connections with Customers: Winning Over Tough Callers
How to use the 9-point call flow strategy with customers
Keys to make your clients not feel dumb after asking silly questions
What to do & what not to do during customer interactions
Live Question & Answer Session - Have your questions answered by the expert!
About The Speaker
Myra Golden runs Myra Golden Media, a customer experience design agency that specializes in helping brands create the best possible customer experience throughout all contact channels. With more than 15 years of experience, Myra has developed a proven process that positions organizations to regain customer goodwill after even the worst has happened and to improve corporate reputations in the eyes of consumers through improved complaint response and more responsive customer service. Myra Golden Media specializes in a number of areas including customer recovery, customer loyalty, crisis management, call center training, and social media for customer service.
Myra has designed customer experience platforms for such companies as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay.
She has been named one of the Top 10 Customer Service Bloggers and she is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.
Myra's customer recovery systems have been used for more than a decade in corporations throughout North America, Australia, Africa, and the Philippines helping organizations build a multi-faceted customer recovery strategy and create a true customer service culture. One of the leading experts on restoring customer confidence after service failures, Myra has designed programs to help companies keep customers, even after service failures occur. She has created customer recovery programs for such clients as Verizon Business, McDonald's, Coca-Cola, Scotts Miracle-Gro, National Car Rental, Michelin Tires, and Frito-Lay.
Join us for this 60-minute webinar to discover proven communication skills that customer service reps can use to ensure positive client interactions.