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Aligning Agent Behaviors with Caller Types

Overview/Description Successful customer service agents know how to recognize the tone of a caller and adapt to it. This Business Impact explores three of the more common caller types and outlines workable coping techniques. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Agent Behaviors with Caller Types

Aligning Performance to Key Indicators

Overview/Description Call centers must deliver solid customer service and still meet departmental objectives. This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Performance to Key Indicators

Appealing to Prospects

Overview/Description Successful prospecting opens the door to the sales process. It involves taking that first step with a potential customer. To be good at it, you've got to hook prospects by leading with issues that concern them, and reel them in with an appealing proposition to solve those issues. You want them to say "I'd like to meet with you again." This Business Impact explores how to prospect effectively – and persevere with a contact if your first try isn't successful. Target Audience Experienced sales professionals who wish to improve their ability to prospect effectively Expected...

Building Momentum in Discovery Meetings

Overview/Description "Ask before you tell" – that's the prime directive of the discovery meeting. During this meeting, you aim to find out key information about the customer, establish your credibility, and build momentum. This Business Impact Series product explores how to conduct a discovery meeting that sets you on course for a positive relationship with the customer. Target Audience Experienced sales professionals who wish to improve their ability to conduct discovery meetings Expected Duration (hours) 0.2 Lesson ObjectivesBuilding Momentum in Discovery Meetings

Building relationships

Overview/Description Building profitable relationships with customers requires effort and dedication. This impact explores techniques for creating positive customer experiences. Target Audience All customer-facing individuals Expected Duration (hours) 0.1 Lesson ObjectivesBuilding Profitable Customer Relationships

Communicating a High-Impact Business Case

Overview/Description An effective business case provides a compelling picture of how your solution will drive a customer’s business results. It translates the benefits of your solution into measurable outcomes that appeal to different viewpoints within your customer’s company – whether it’s the finance manager, the IT manager, or the CEO. This Business Impact follows a sales professional as she communicates the business case for her data analytics solution to individuals at a financial services company. Target Audience Experienced sales professionals who wish to improve their ability...

Communicating Your Company’s Value

Overview/Description How successful are you at selling your company's value? Think about it. It takes ongoing research – like you do with your customers – to understand your company's value in all its dimensions – from its products and services to its approach to innovation, its strategic direction, and the people and leaders who drive its success. This Challenge Series exercise explores how to be successful at selling your company's value. Taking the role of a sales professional, the learner must articulate value to an important customer in a way that aligns with the needs and goals of...

Communication Skills

Overview/Description Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It...

Conflict, Stress, and Time Management

Overview/Description Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course...

Connecting Customers and Solutions

Overview/Description Preparing for your interactions with a strategic mindset is essential in connecting your customer to your solution. You must be able to communicate your vision using positioning, trust, and insight. This Business Impact explores some of the ways you can build your customer's interest by invoking a collaborative approach that helps the customer recognize how much value you can bring to their business goals and efforts. It follows a sales professional who sees the potential to extend her company's survey tool solution to meet new customer objectives. Target Audience...

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