Customer Service Access
Managing Customer Expectations
Duration : 3 hours
Learning Objective:
- Determine the expectations of customers.
- Leverage the Pygmalion effect in your customer service and sales settings.
- Use the 9 sure-fire approaches to exceeding customer expectations.
- Hold crucial “setting expectations” conversations with your customers.
- Use the 7 principles for setting expectations.
- Follow a consistent and effective process to manage customer expectations
Transforming Customer Complaints into Opportunities
Duration : 3 hours
Learning Objective:
- Use a consistent process to resolve and recover from complaints.
- Transform complaints into additional sales and service opportunities.
- Deal with emotional and logical aspects of complaints.
- Analyze the root causes of complaints to identify opportunities for strengthening customer relationships.
- Apply methods to manage emotions and reduce stress when resolving complaints.
Outstanding Customer Service
Duration : 3 hours
Learning Objective:
- Use principles to maintain professionalism and strengthen customer relationships.
- Leverage five approaches to engage customers and build loyalty.
- Follow a consistent process to efficiently resolve customer complaints.
- Retain current and attract new customers by requesting referrals.
- Use the six rules for disagreeing agreeably.
- Apply a formula for contributing ideas and disagreeing in an agreeable way.
Attitudes for Service
Duration : 3 hours
Learning Objective:
- Assess customer service attitudes to set goals for improvement.
- Incorporate the four drivers of exceptional customer service to build customer relationships.
- Apply attitude control principles to manage your own attitudes.
- Use conversational language to keep interactions cordial and professional.
Managing Workplace Stress
Duration : 3 hours
Learning Objective:
- Examine different types of stress and their impact.
- Explore principles for handling stress more effectively.
- Identify ways to convert common negative reactions into positive outlooks.
- Develop strategies for managing stress with peers.
- Focus your energies to be more productive.
Time Management: Organize and Prioritize to Increase Your Productivity
Duration : 3 hours
Learning Objective:
- Leverage best practices for organizing your work, your schedule, and your life.
- Follow an eight-step process to improve prioritizing your projects and tasks.
- Use additional tips and digital tools that can help you achieve and sustain your time management goals.
Overcoming Workplace Negativity with Enthusiasm
Duration : 3 hours
Learning Objective:
- Assess their own attitudes in relation to the workplace around them.
- Identify sources of negativity.
- Use principles to gain cooperation from negative people.
- Use a process to disagree agreeably.
- Identify solutions for specific workplace negativity problems.
Communicate with Different Personality Styles
Duration : 1 hours
Learning Objective:
- Identify your own personality style and how you react under pressure.
- Modify your behaviors to be able to connect with people of different styles.
- Influence attitudes and behaviors of others.
Disagree Agreeably
Duration : 1 hours
Learning Objective:
- Identify personal hot buttons and your role in disagreements.
- Give others the benefit of the doubt.
- Refine your ability to cushion messages for greater acceptance.
- Use evidence to eliminate doubt.
- Use the six rules for disagreeing agreeably.
- Apply a formula for contributing ideas and disagreeing in an agreeable way.
- Identify personal hot buttons and your role in disagreements.
- Give others the benefit of the doubt.
- Refine your ability to cushion messages for greater acceptance.
- Use evidence to eliminate doubt.
- Use the six rules for disagreeing agreeably.
- Apply a formula for contributing ideas and disagreeing in an agreeable way.
Connecting and Collaborating with Others
Duration : 1 hours
Learning Objective:
- Apply principles for building trust and rapport in relationships
- Identify opportunities to improve relationships and build collaboration between teams.
- Collaborate with others to create synergy
Remember Names to Build Better Professional Relationships
Duration : 1 hours
Learning Objective:
- Identify four common reasons why we forget names.
- Use several memory development techniques to help you remember names that are fun, inspire confidence, and help build better relationships.
- Explore ways social media can help you remember names and important relationships.