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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 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

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 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

No credit available.

Audio & Reference Manual

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MP3 Download

No credit available.

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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

Ethan L. Chazin, M.B.A.

Ethan L. Chazin, M.B.A.

The Chazin Group LLC

  • President and founder of The Chazin Group LLC
  • Delivers management consulting, business coaching, and executive training
  • Conducts regular seminars and workshops on customer care, employee training, organizational behavior, leadership, business growth, entrepreneurship, sales, branding, marketing, and client engagement
  • Wrote the book: Bulletproof Your Career in Turbulent Times and many published articles in the areas of career and professional development and optimal organizational performance
  • Member of the Manhattan Chamber of Commerce, Hudson County, NJ Chamber of Commerce, founding member of the BNI Gold Coast chapter, former member of Rotary International
  • B.A. degree in communications, California State University, East Bay; M.B.A. degree in marketing, George Washington University
  • Can be contacted at [email protected], https://www.linkedin.com/in/ethanchazin or www.TheChazinGroup.com
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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: 399430
Published 2016
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