Unimaginable Service Part 1: Nothing but WOW (On Demand)
San Francisco, California
London, United Kingdom
Nothing but WOW from the Phone to the Front Line!
Part one of a three-part series
What are your customers saying about you?
When we experience outstanding service, we may tell one or two people about it. But a bad experience is shared with up to 20 people. Customers will talk about your service. The good news is you get to write the script.
Certified Speaking Professional Becky McCrary is an internationally recognized expert on customer service and business communication. Her programs have been developed based on years of experience in the business world. With wit and wisdom, Becky has taken her insightful and inspiring programs to business organizations and associations in 39 states and the Caribbean.
Through this three-part web-delivered series on Unimaginable Service, Becky will help you write your winning script!
Step one: Recognize that unimaginable service starts and ends with the customer - not the product, the brochure, the website or the current sales pitch. The skills are simple - listen, be knowledgeable and prepared, look for opportunities. And finally, find the passion for the customer sitting across from you or on the other end of the phone.
By the end of Part 1, you will learn to:
- Recognize the impact of your service
- Identify five practices that make customers cringe
- Qualify manners that matter
- Turn seven negative phrases into statements of concern
- Laugh through the meaning of a professional
- Change five stumbling blocks into building blocks of communication
What will your script say? Let it be each customer you touch telling 20 of their friends, “WOW! I’ll never do business with anyone else!” What if you have questions after the program or run into a tough situation? Your attendance entitles you to six months of phone consultation with Becky to discuss anything related to the topics discussed including how to apply them in specific situations you may be experiencing.
Ready for the first step? Sign up for the webinar or visit Becky’s website for more information. For even more Becky, follow her on Twitter and Facebook.
A sneak peek at the rest of the Unimaginable Service series:
Part 2 : Getting engaged! You and your customers live happily ever after
Everybody says they provide excellent service. They care about their members, clients, patrons and customers. They perform transactions in a timely manner, accurately and with a smile on their faces. So what? Is doing the transaction enough? Are you engaging clients to do business with you? Let’s act “on purpose!" with the 6 steps of engagement and 4 steps to build consumer engagement with your company.
Part 3 : Keeping your Cool
Uncontrolled rage. Shouting. Accusations. Perhaps profanity. From time to time, everyone will face an angry customer. You can’t throw a bucket of water on them to calm the situation. No, really, you can’t! Instead, pull out these ready-to-go responses and take control of the situations. Then identify 10 mistakes that lead to stress and 4 quick, easy, doable ideas to manage it. Be amazing! They will say "WOW! I will never do business with anyone else!"
Your attendance entitles you to six months of phone consultation with Becky to discuss anything related to the topics discussed including how to apply them in specific situations you may be experiencing.
Your ticket gives you and your team access to the on-demand presentation whenever you and your team need it.
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