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Audio & Reference Manual

Why Customer Service Reps Are Providing Poor Service and How to Stop It

Understand why customer service reps are providing poor service, and learn how to fix it to retain a favorable relationship with customers.

Many organizations either take for granted or jeopardize the existing customer relationships they have by delivering incredibly bad customer service. They do not understand how to manage client relationships by delivering exceptional customer service, which puts at risk the business they currently have with existing customers who will likely leave them for a competitor that delivers a higher level of desired service. This topic helps the persons responsible for delivering customer service in their organizations to deliver exceptional service that maintains business with existing customers while forging stronger relationships which leads to additional business as well as new business from existing customers in the form of referrals of new clients from their existing customers. The content also provides immediately actionable best practices for you to build a culture of exceptional customer care to deliver lasting competitive advantage in the markets you compete in.

Runtime: 49 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 Customers Want vs. What They Receive

  • Customer Rage Survey
  • Be Spoken to in Everyday Language
  • Thank Them for Their Business

Practices Guaranteed to Ensure Dreadful Customer Service

  • No Rep Training
  • Tremendous Work Monotony
  • Ridiculous Rules of Engagement
  • Reps Not Empowered

Worst Things to Tell a Customer

  • As I Told You Before
  • You'll Have to Call Back
  • That's Not in Your Contract

Seeing the Big (Customer) Picture

  • No Single View of Customer's Complete History
  • Connect Back-End Customer Databases

Strategies to Maximize Your Customer Experiences

  • Take All the Time in the World
  • Train...Train...Train
  • Change Your Performance Review Process
  • Empower Reps
  • Have a Code of Conduct
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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

This course was last revised on November 4, 2016.

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

Audio & Reference Manual

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

Ethan L. Chazin, M.B.A.

Ethan L. Chazin, M.B.A.

The Chazin Group LLC

  • Launched his own management consulting and business coaching practice in 2009
  • Spent 23 years in Corporate America leading teams through fairly significant transformation at such notable firms as Reuters, Dun & Bradstreet, and Time Warner Cable
  • Focuses on assisting organizations in empowering their employees through best practices in engagement, motivation, and self-directed teams
  • Conducted training in emotional intelligence, transformational leadership, team-building, and effective communications at a diverse range of organizations including: Calvin Klein, Goldman Sachs, J&J, Society of Human Resources Management, RWJ Saint Barnabas, Western Area Power Authority, the NY & NJ CPA Societies, National Assn. of Women Business Owners
  • Wrote his first book: Bulletproof your Career in Turbulent Times in 2009 and his second book, The Compassionate Organization, in January 2018
  • Taught as an Associate Professor at eight Universities
  • Can be contacted at [email protected]up.com, (201) 683-3399 or www.thechazingroup.com
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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: 399430
Published 2016
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