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How to Put Customers on Hold and Keep Them Happy

Learn effective and proven ways to put customers on hold without losing their business or frustrating them.Customer loyalty is so important today because it is the key differentiator in customers choosing you over the product or service features. Just as important, proper customer service helps to keep customers longer – significantly lowering your marketing and sales costs while allowing higher margins. One of the most crucial aspects of customer service processes is the use/need of hold. Once placed there a firm literally has minutes if not nanoseconds to make a positive impression. Don’t lose sales or clients because of any mistreatment of hold. If you desire to become more competitive and increase revenue using better techniques then this is the topic for you. Customer service is the key to your marketing and profitability success factors. It lowers attrition in organization and it heightens productivity. You need the right people, the right processes and the right procedures that ensure success. When you have a great customer oriented team, employees are happy, customers are happy, shareholders are happy and expenses are lowered. Your environment is a pleasant energized place of productivity.


Runtime: 60 minutes
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Why Lorman?

Over 30 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

The Customer Experience – Why It Matters

Customer Touchpoints and Hold Times

The Value of Reputation Management

When Empathy Trumps Technology

Words Not to Use and Why

How Social Interaction May Help

The Value of Chat Bots in Today's Mobile and Crucially Time Oriented World

Best Practices of on Hold Requirements

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More Program Information

Why Lorman?

Over 30 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 October 24, 2017.

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

Audio & Reference Manual

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MP3 Download

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Why Lorman?

Over 30 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

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Consulting Group

  • CEO of Stevens Consulting Group
  • One of those very rare sales management and business development experts with not only 33 years of true sales experience but advanced degrees in sales productivity - not many can make such a claim
  • Wrote the successful sales process books - Split Second Selling and Selling the Norm as well as 9 other books
  • The creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called 'Sales Acceleration'
  • Works with organizations and individuals that struggle and transforms them into wealthy professionals
  • Leading international keynote speaker and is often requested by the media
  • With more than 800 articles in sales and selling, 45 audios and more than three decades of sales experience, he has the answers to help your sales career trajectory
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Why Lorman?

Over 30 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: 400943
Published 2017
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