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Training for Customer Service Agents
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In this session front-line reps learn simple strategies they can use to avoid stress and improve customer satisfaction
It Takes Two to Tango: How to Stay Cool Under Fire
Agents say that dealing with rude, angry and disgruntled customers is the worst part of their job. In this highly interactive workshop, participants learn smart strategies for guiding upset customers through the issue resolution process. Service professionals learn to use the Stop Observe Decide Act (SODA) process to handle even the most belligerent customers skillfully. Agents who apply this technique learn to manage their emotions and as a result have lower call handle times. Fewer calls are escalated to supervisors and more customers are satisfied. Benefits to individual reps include a reduction in job-related stress and higher job satisfaction.
Participants in this class learn:
- Why the first few seconds of a customer’s call is the most important.
- How to read your customer accurately and respond appropriately.
- Why a simple apology works wonders and how to use it.
- How to apply the SODA Principle to handle any situation easily.
- How to use the Sticky Situation 4-Step to handle customer push back.
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Service reps learn to match typical customer problems with smart solutions in this interactive workshop
Smart Solutions™ Workshop: How to Deliver Top Box Customer Service Every Time
Today’s customers want more than swift transaction-handling — they want solutions. That’s why agents who are skilled problem solvers and relationship builders get the highest marks from their customers. This unique Workshop teaches agents a simple step-by-step process for offering their customers personalized solutions using an efficient, conversational approach. Each workshop is customized to reflect actual customer situations and feature company products and services. This class provides both the theory behind the solutions approach and the practice of matching smart solutions to typical customer problems and situations.
Participants in this class learn:
- How to identify customer needs quickly by gathering the right information.
- What the 80/20 Rule is and how to use it.
- The step-by-step process for matching typical customer problems with intelligent solutions.
- How to apply the solutions process to the Top 10 customer issues.
- Why knowing where to find accurate, updated information is so crucial.
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More training classes and workshops for customer service professionals.