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Communicating with Consistency and Accuracy in Customer Service

Is your communication burning your time, energy, and fanning the flames of frustration?

While you can't control others, you contribute to clear communication concentrated on results when you understand key styles of communication and the factors affecting communication. This recording is intended to provide a better understanding of communication with customers (and colleagues) using consistent and accurate messaging. Success and profits are won or lost with communication. The ability to play to your strengths and analyze others is critical to your future and the future of your organization.This topic is broken up into 8 developmental skill segments to enhance your communication.


Runtime: 62 minutes
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Models to Enhance Understanding

  • Four Truths About Customer Service
    • Focus Because You Can't Be Good at Everything
    • It Must Be Paid for and Someone Must Pay for It
    • It Requires Systems Not Super Human Effort
    • The Customer Must Be Part of the Service
  • Does Your Culture Fit the Desired Customer Service Outcome?
    • Three Elements of Culture
    • Healthy or Unhealthy
    • Effect on Interactions and Communication
  • Emotional Intelligence: Understanding Our Biological Resources
    • Brain Hard Wiring
    • Emotional Intelligence Model

Specific Actions

  • Human Models to Support the Systems
    • Personality Styles
    • Experiential Frames
    • Decision Making Values
  • Communication Vehicles
    • Verbal
    • Written
    • Chat
    • Visual
  • Evaluating Success
    • Targets
    • Evaluation
    • Evaluation Terrorism
    • Situation Awareness
  • CRM
    • Evaluate Current Data (GIGO)
    • What Are You Tracking?
    • How Are You Measuring?

Putting It All Together

  • Build the Model
  • Test the Model
  • Rinse and Repeat
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on December 21, 2018.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

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MP3 Download

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More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Jeffrey K. Hansler

Jeffrey K. Hansler

Oxford Company

  • Managing partner, Oxford Company Consultants
  • Provides facilitation, training and consulting for business and organizational development
  • Facilitating, consulting, and training since 1980
  • Expert at organizational development, leadership, and persuasive communication which includes skills of innovation, influence, negotiation, sales, body language, micro expressions, and authority
  • Author of Sell Little Ren Hen! Sell! published in 11 languages with sales over 250,000 copies
  • President, Association for Talent Development, Orange County Chapter
  • B.A. degree in psychology, minor biochemistry, University of California, Irvine
  • Can be contacted at [email protected] or 714-960-7461
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Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 403957
Published 2018
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