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Essential Questioning and Listening Skills for Customer Service

Increase engagement with your customer by creating a better communication partnership through simple question and listening skills.When you donít ask, you canít sell. And when you donít listen Ö you destroy trust, inhibit call resolution and often lose market share as a result. Is this any way to run a call center or help desk? Mastering essential questioning and listening skills help you connect better with customers to close calls faster, identify systemic problems costing you money, uncover additional client needs which lead to upsell and cross sell opportunities and strengthen customer loyalty. The correlation is clear. This topic teaches you to ask better questions, listen actively and with empathy, understand the importance of meta-messages, and puts you in sync with your customers, their pain and pride, and their needs and wants. Optimize your phone time through better questioning and listening skills.


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

Why Questions Matter: History and Application of Questions Across Professions

  • Types of Questions: Closed, Open and Rhetorical
  • How and When to Use Each Type of Question
  • Leading Through Questioning

Listening - the Power of This Forgotten Communication Skill

  • Quotes and Selected Facts and a Quiz on Listening
  • Levels of Listening and Conspiracies to Distract You
  • Active Listening and Its Role in Quelling Concerns, Avoiding Escalations and Closing Calls Quicker
  • Understanding the Meta-Message Within the Message

Questions and Listening: Communication Partnership

  • Using Questions to Gather Information, Gauge Emotions, and Control the Interaction
  • The Role of Vocal Variety, Tone, Inflection, Pauses and Mirroring
  • How to Use Questions to Engage and Disengage
  • Scripts and Phraseology for Disengaging and Importance of Last Impressions

Those Difficult Customers

  • Questions to Calm, Quell and Pacify Disgruntled and Irate Callers
  • Using Choice Questions to Obtain Customer Buy-in to the Solution
  • Out of Bounds: Handling Inappropriate Behavior Like Profanity, Ad Hominem Attacks, Etc.

Gender and Global Concerns

  • Differences by Gender
  • Language Challenges
  • Leveraging Technology
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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.

Credits

OnDemand Webinar

This course was last revised on February 1, 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

Craig Harrison

Craig Harrison

Expressions Of Excellence! (TM)

  • Founder of Expressions of Excellence!ô, a full service training firm
  • Provides sales and service solutions for organizations, and communication and leadership skills for individuals
  • Author of Stellar Service: Merge NOW with WOW to Win Customers for Life! (www.mergenowwithwow.com)
  • Author of a series of books on communication and leadership, a pocketbook on leadership, three tips booklets, a CD, and hundreds of published articles on sales and service, communication, leadership, excellence and more
  • Founding president, dean emeritus of the Speakers Academy of National Speakers Association - Northern California chapter
  • Adjunct faculty, University of California Santa Cruz, Silicon Valley Campus
  • Interviewed John Wooden, Sully Sullenberger, Harvey Mackay, and has been interviewed by 60 Minutes, BBC Radio, and Financial Times of London
  • Past president, International Customer Service Association of SF Bay Area Ė Silicon Valley
  • B.A. degree, University of California at Santa Cruz
  • Can be contacted at 510-547-0664, [email protected] or www.ExpressionsOfExcellence.com
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Product ID: 399855
Published 2017
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