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Converting a Call Center to a Profit Center

Overview/Description This Business Impact explores how a call center can play a vital role in the financial success of a company, generating revenue to sustain itself and drive future business. Expected Duration (hours) 0.1 Lesson ObjectivesConverting a Call Center to a Profit Center

Crafting Sales Strategies

Overview/Description Successful sales initiatives often require rapid responses to opportunities. This challenge focuses on strategies for making rapid in-roads into available markets. Expected Duration (hours) 0.2 Lesson ObjectivesCrafting Sales Strategies

Creating a Customer-focused Organization

Overview/Description This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external. Target Audience Mid- to upper-level managers and executives; all high potentials and fast trackers, including individual contributors. Expected Duration (hours) 0.2 Lesson ObjectivesCreating a Customer-focused Organization

Creating an Effective On-hold Message

Overview/Description Ineffective on-hold messages can frustrate and alienate customer callers. This impact explains how to create an effective on-hold message. Expected Duration (hours) 0.1 Lesson ObjectivesCreating an Effective On-hold Message

Creating and Sustaining a Customer-focused Organization

Overview/Description To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and...

Customer Advocacy: Communicating to Build Trusting Customer Relationships

Overview/Description Customer advocacy is an approach to customer management that seeks to generate exceptional value for customers by focusing on their success. At a time when customers have more power than ever, customer advocacy can be an effective way of building long-lasting customer relationships. Advocates keep the best interests of the customer in mind – even if it means recommending competitors' products or services. This builds trust in the advocate organization. To be successful at customer advocacy, however, an organization needs an in-depth, ongoing understanding of what...

Customer Advocacy: Enhancing the Customer Experience

Overview/Description Providing customers with a valuable experience each time they interact with your organization is a hallmark of effective customer advocacy. But many customer experiences are forgettable because nothing particularly important happens. So how can organizations turn these experiences into something more than they are – into experiences that create an emotional connection with the customer and deliver the unexpected? This course outlines the importance of understanding the customer experience holistically and how every point of contact plays an important role in supporting...

Customer Advocacy: Supporting Customer Advocacy

Overview/Description The success of customer advocacy efforts is directly related to an organization's ability to not only meet but also exceed customer expectations at every point of contact. This requires a knowledgeable and motivated employee base that has a solid understanding of what customer advocacy means and how to implement it effectively. But employees need support from management to achieve success. This course describes how to support customer advocacy efforts effectively in your organization. It explains how to communicate the goals and values that drive the customer advocacy...

Customer Interactions

Overview/Description Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners to work in a customer support center or help desk environment. Target Audience...

Customer Service Confrontation and Conflict

Overview/Description How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to...

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