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Overview/Description
Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their...
Overview/Description
How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the...
Overview/Description
Can you hear a smile over the phone? When you're providing customer service over the phone â without the benefits of face-to-face interaction with your customer â it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to...
Overview/Description
Failing to realize the importance of customer service and effective complaints 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 provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners to work in a customer support center or help desk environment.
Target...
Overview/Description
This Business Impact explores the idea that training should begin at its earliest point in a CSA's professional lifecycle - the interview.
Expected Duration (hours)
0.1
Lesson ObjectivesCustomer Service Training - The Interview and Beyond
Overview/Description
Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customersâ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social...
Overview/Description
Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center or help desk...
Overview/Description
It's a fact of business life that most deals aren't made from the initial proposal. Most of the time, negotiation is necessary to come to an agreement that works for the customer and the vendor alike. This Business Impact Series product follows a negotiation between a customer and a sales professional for a retail payment processing program.
Target Audience
Experienced sales professionals who wish to improve their ability to deal with negotiation challenges
Expected Duration (hours)
0.1
Lesson ObjectivesDealing with Negotiation Challenges
Overview/Description
If you want to set yourself apart from other sales professionals, there are some good techniques you can use to further your sales efforts when an objection arises. This Business Impact explores techniques for dealing with customer questions, objections, and resistance, illustrated in a sales conversation about an enterprise-wide business process software solution.
Target Audience
Experienced sales professionals interested in improving their ability to deal with questions, objections, and resistance from educated buyers.
Expected Duration (hours)
0.1
Lesson...
Overview/Description
Business acumen is an essential quality of the successful sales professional that transcends industry knowledge. It embodies strategic thinking, focused communication, and action orientation combined with insight, keenness, and quickness. This Challenge Series product explores strategies for demonstrating business acumen in sales situations. You will assume the role of a sales consultant in the energy management industry.
Target Audience
Experienced sales professionals who wish to improve their ability to demonstrate business acumen
Expected Duration (hours)
0.2
Lesson...
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