Improve your customer service communication, prevent mishaps, and build trust quickly with these proven skills.
Customer service is a hard job. It takes a special skill and orientation to deal with people and deliver service consistently despite situations and things that are beyond our control. As frustrated as customers can be when they feel like they are not getting good service, it is equally frustrating for customer service professionals to maintain their gravitas and not lose their focus when dealing with difficult customers and situations. Inevitably, the wrong thing will be said to customers that reinforces their perception that their concerns are not being heard.
This presentation will help the people responsible for customer service to identify the phrases that anger customers and begin to use phrases that enhance customer service. This topic also explains a construct customer-service professionals should consider to measure the effectiveness of their organization and reinforce the change necessary to deliver consistent customer-focused outcomes.
Agenda
Faculty
Art Hall
Alvarez & Marsal
- Senior Director with Alvarez & Marsal in Atlanta; focuses on customer service, CRM, and supply chain
- Over 25 years of operations and people leadership
- Certified in Prosci Change Management®
- Bachelor’s degree, State University of New York at Binghamton
- Can be contacted at [email protected] or 404-759-9158
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