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Learn to Lead an Effective Customer Service Team

Use an outsider's perspective on identifying engagement behaviors you can use to lead your customer service team to success.Many customer service departments are little more than complaint departments. A consumer has been disappointed with a brand to the point they need to speak out, too often when they speak out they are treated as a burden rather than a source of insight. Customer service has evolved beyond call centers and scripts. Customers who encounter a positive social customer experience are three times more likely to recommend a brand. With omnichannel communication consumers expect more from customer service than ever before. Many brands and customer service managers do not understand how to leverage the wealth of data they accrue from the consumer. This information helps the people responsible for customer service teams to understand how first to create a team of consumer concierges and empower them to resolve issues and turn an 'Ow!' moment into a 'Wow!' moment. Learn the core elements of a successful customer service team. Failing to train customer service teams in a culture of caring results in bitter employees and frustrated consumers. Bad customer service cost businesses approximately $62 billion last year alone. This information is critical for customer service managers and leaders to ensure their customer service team is providing concierge level service for each guest.


Runtime: 69 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

Focusing on Solutions

  • First Touch
  • Social; Chat
  • Phone; Email
  • Follow up
  • Don't Repeat the Same Info
  • Offer Alternative Solutions
  • Customize the Process

Responding Positively in a Stressful Environment

  • Keep Your Cool: This Is Not About You, a Smile in Your Voice Goes a Long Way
  • Do Not Allow Yourself to Be Provoked or to Shut Down

Open Communication

  • Take Control: Guide the Conversation's Tone With Positive Affirmations and Reinforcement
  • Teach: If This Can Arise Again, Inform Them of How to Resolve or of Resources
  • Tailor: Use the Customer's Name and Thank Them for Their Time

Organization Techniques

  • Knowledge Share
  • Team Leads
  • Best Practices
  • Employee Recognition

Other Topics That Will Help Lead an Effective Customer Service Team

  • Transparency
  • Concierge Service
  • Listen to the Front Line
  • Implement High Performers Best Practices
  • Peer Reviews
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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 April 25, 2017.

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

Audio & Reference Manual

No credit available.

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

Lollie Moore

Lollie Moore

Unicorn Agency

  • Owner and director of the Unicorn Agency
  • As an entrepreneur she built her personal brand for more than a decade as a national award winning tattoo artist before changing lanes to help other businesses grow their brand
  • Conducts regular seminars and workshops on numerous social media and marketing webinars and interviews
  • Tulsa Young Professionals, Social Media Tulsa
  • B.A. degree in English
  • Can be contacted at 918-640-5365, [email protected], on LinkedIn®, or on Twitter® @lolliecake
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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: 400096
Published 2017
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