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The
Voice of Customer Service
PART II
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| Thursday, March 13,
at 2:00 p.m. Central Time |
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A 75-minute Webinar hosted by Ragan's Management Resources, featuring
Craig
Harrison
Program at a glance:
- Learn 15 universal desires of callers and eight behaviors that make
them irate
- Take control of difficult callers with techniques to disengage gracefully,
limit abusive behavior, and overcome other challenges
- Master tactics to earn trust and generate good will
- And much more
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A
phone call is the most common point of human contact between your company and
the outside world.
It
is the fastest way to win—or lose—a customer.
When a customer calls you, the representative who answers the phone IS
your company. It has been shown that customer service representatives have a
much greater psychological impact on customers and prospects than print ads,
radio jingles, or slogans. They provide the first, and sometimes the only
opportunity to show that your company—
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Resolves problems quickly and thoroughly |
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Builds and strengthens relationships |
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Leaves customers and prospects feeling valued and cared for |
Unfortunately, most companies don’t give these positive impressions when it
comes to customer service over the phone. A 2006 Business Wire study showed
that the biggest telephone pet peeves of the American public out of all customer
service elements were:
- Automated attendants
- Lack of good manners, rudeness, and bad attitude
- Being put on hold
- Speakerphones
These negative attitudes can ravage your bottom line! According to
Opinion Research Corp., 7 out of 10 consumers are less likely to do business
with a company after just one bad call center experience. Luckily, the opposite
is also true—there is a direct link between good phone support and happy,
profitable customers!
This is why Ragan’s Management Resources and Craig Harrison have teamed up
to teach you the essentials of great phone service and support. Attend our upcoming
two-part Webinar series (see
information on PART I) and discover precisely how to manage yourself,
your representatives, your callers, your equipment, and the overall process.
PART II
is all about your customers.
Topics covered in PART
II:
- The 15 most important desires of callers
- Eight things that make callers most irate
- How your and your customers’ communication styles are the key to successful
call resolution
- How to earn trust, generate goodwill, and get squawkers to scream
with delight
- How to assess the competency of your callers and respond accordingly
- How to handle emotion, anger, and hostility effectively
- Craig’s 5-Step Service Response approach to resolving customer service
problems adeptly
- Stress reduction techniques to maintain your cool and stamina in tough
situations
- How to conquer the most difficult callers: techniques for disengaging
gracefully, handling abusive callers, and other challenges
- And much more!
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Whether your company has an entire call center,
one administrative assistant, or just yourself, this Webinar will guarantee
that your sales and brand equity increase every time the phone rings.
Space
is limited.
Register
online by clicking below to reserve your spot!
Online registration for the live Webinar
is now closed. To register by phone, please call 312.960.4207 or 800.878.5331.
| Order the Webinar CD only |
$219
|
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100% Money-Back Guarantee: If you do not feel the
Webinar you attended was absolutely beneficial for you and your team, we'll
refund your money in full—no questions asked!
Fees: Payment must be received upon registration
(VISA, AMEX, MasterCard, and Discover accepted). Your fee includes access via
a toll-free call (one dial-in per site per registration), as well as Web-based
handouts and live Q&A. If you are calling from outside North America, you may
incur long-distance charges or be subject to additional fees.
If someone from your company wants to dial in from a second
location, please submit a separate registration and payment for them.
Instructions and handouts: View
our F.A.Q. for more information on when you will receive
your instructions and handouts.
Cancellation policy: Cancellations will be accepted
through 5:00 p.m. Central Time on the Friday preceding the event. Registrants
who cancel within that time will receive a full refund. Cancellations received
after that time will not be refunded.
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