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Live Webinar

60-minute live streaming program
  • April 25
  • 1:00 - 2:00 pm EST

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OnDemand Webinar
Audio & Reference Manual
MP3 Download

Learn to Lead an Effective Customer Service Team

April 25

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.

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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 October 19, 2016.

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

Live Webinar Registration

No credit available.

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

Who should attend?

This live webinar is designed for customer service managers, customer service directors, VP of customer service, customer service team leads, and any other customer service professionals who have or would like a leadership role.

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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.

Faculty

Lollie Moore

Lollie Moore

ConsumerAffairs

  • Social media owner and Demand Generation team member in the office of ConsumerAffairs
  • As an entrepreneur she built her personal brand for over a decade as a national award winning tattoo artist before changing lanes to join tech start up ConsumerAffairs
  • 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] and on LinkedIn® @lolliecake
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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.

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Pay once and get a full year of unlimited training in any format, any time!

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  • Sponsored Live Webinars

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  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 400096
Published 2016, 2017
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