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OnDemand Webinar

Team-Based Service: Establishing a Consistent and Positive Team Image

Increase favorable customer outcomes with these team oriented customer service techniques and best practices.

Imagine it is 8:30 a.m.: your schedule is packed, and your boss just dumped a new action item on your desk, due by the end of the day. You begin to feel the pressure, and in 45 minutes you must make a personal telephone call to your local department of motor vehicles. Where is your stress level? Why do you feel the way you do? Do you hesitate because of the level of service you expect to receive or the lengthy amount of time you expect to spend on hold? What image comes to mind? Now think about your own customers. Do they have some of the same thoughts contacting your team? Are team members looking out for themselves before the customer or colleague? Topping the list of reasons customers leave or at the least become frustrated with a company or organization is the inconsistency of service they receive, and the customer relationship they feel is missing. This typically results from a lack of trust, and this lack of trust fuels animosity between the customer and the provider, leading to poor results. This on-demand webinar is designed to build trust and morale on the team, develop an understanding of how and why everyone is different, and create a winning culture through teamwork. Once established, the level of service and overall image provided by a team dramatically increases.

Runtime: 56 minutes
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Why Lorman?

Over 31 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

What Is a Team?

  • Defining the Team and Recognizing the Difference Between an Effective Team and Simply a Group of Individuals Working Together
  • The Team Matriculation Process and How to Keep Moving Forward
  • The Four Traits of Effective Team Members

Why Team-Based Service

  • How Team-Based Service Enhances the Organization's Image
  • Strategies to Create an Environment of Team-Based Service

What Is Team Chemistry, and How It Directly Impacts the Customer

  • Why Behavioral Styles Influence Team Chemistry
  • How the Customer's Style Is Interrelated
  • Specific Tips and Techniques to Adapt and Serve the Customer More Effectively
  • The Affect Generational Differences (Internal and External) Have on the Team
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Why Lorman?

Over 31 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

No credit available.

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Why Lorman?

Over 31 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

Gregg Gregory, CSP

Gregg Gregory, CSP

Gregg Gregory, LLC

  • With more than 1,500 keynotes, breakout sessions, training workshops and webinars under his belt, he is the team-building mastermind America needs today
  • His expertise and articles have appeared in 100s of business and trade publications, including Support World, SellingPower.com and Boardroom Magazine, as well as appearing on Blog Talk Radio
  • His background in radio broadcasting includes providing traffic updates on every radio and television station in one of the nationís largest media markets of Washington, D.C.
  • A member of the National Speakerís Association since 1998, he currently serves as president elect of the National Speakers Association, Washington, D.C. chapter
  • Earning his Certified Speaking Professional (CSP) designation in 2004, he works with all levels from front line through executive management
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Why Lorman?

Over 31 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: 393904
Published 2014
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