Winning with Customers
How to Build a World-Class Customer Service Training Program
Customer service training is critical. Here are the rules for building a world-class customer service training program
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Winning with Customers
The Ungrateful Customer
Dealing With Ungrateful Customers Some people are never happy Occasionally you can encounter customers who
Winning with Customers
Service Recovery Skill #1: Get Off To A Good Start
Service recovery skills are critical. Dealing with escalations, difficult situations and demanding customers will increasingly be a requisite tool for those working in customer service.
Winning with Customers
Service Recovery Skill #2: Listening & Speaking
The next step to service recovery is ensuring that we actually understand and appreciate customers’ issues. It sounds simple, but there are four rules we need to follow to do this correctly.
Winning with Customers
How To Win Over Customers Who Don’t Trust You
Have you ever had a customer who just doesn’t quite seem to trust you? They listen to you with raised eyebrow, and don’t take what you say at face value. They look for hidden agendas, and always looks for the “catch.”
Winning with Customers
4 Rules For Setting Customer Expectations
4 Rules For Setting Customer Expectations What do these three statements have in common? “This
Winning with Customers
8 Must-Haves In A Customer Service Training Program
8 Must-Haves For a Successful Customer Service Training Program Customer service has become the dominant
Winning with Coworkers
Time Vampires: Coworkers and Customers
We’ve all encountered time vampires. These are the people who seem intent on taking up as much of your time as possible – oblivious to your subtle hints about how busy you are. Here are two of the most common types in business – and what you can do about them:
Achievement & Success
Amazon Bestseller – Thank You!
Wow! The Journey to WOW has been in the Amazon bestseller list for 43 of
Achievement & Success
Look Into My Eyes…
First impressions are absolutely critical in customer service, the workplace and every aspect of our
When You Talk,
Are People Listening?
Voice Mastery for Telephone & Business
Do you sometimes feel as though people don’t take you seriously? That they don’t really listen to what you are saying even when it’s important?
Get the tools for enhancing:
- your credibility
- your persuasiveness, and
- listener engagement
Voice Mastery is critical if you are:
- in customer service
- in sales
- a manager
- working from home
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