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60-minute live streaming program
  • October 30
  • 1:00 - 2:00 pm EST

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OnDemand Webinar

Forbidden Phrases All Customer Service Professionals Should Avoid

October 30

Improve your customer service communication, prevent mishaps, and build trust quickly with these proven skills.

We all know that customers are vital to businesses, and repeat customers are even more important than are new customers. There are a million pages of research that show that customers value good customer service, even more than the quality of the products and services themselves. So getting it ‘right’ seems more compelling than ever.

There are many self-service options that provide customers with perfectly ‘good’ service without ever talking to a person and – if you’re like me – you probably don’t want to.

So, given all these great self-service options, when DO you want to talk to a real live person? To an increasing extent, companies talk to people when there’s something unusual. There’s a problem, there’s an exception, there’s a complication, there’s something that doesn’t make it easy to use the self-service options. In these high-risk situations WHAT you say and HOW YOU SAY it is critical.

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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

Create the ESP Service Experience on Every Call

Apply Concepts of Customer Effort to Increase Customer Lifetime Value

List Five Phrases Which Are Neither Friendly nor Helpful and Should Be Avoided When Working With Customers

Offer at Least One Effective Alternative for Each of These Phrases

Use 25 Positive Words to Increase Service and Sales

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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 8, 2012.

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

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No credit available.

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, public relations professionals, and technical and support representatives.

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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

Kerry Weiner Elkind

Kerry Weiner Elkind

The Elkind Group

  • President of The Elkind Group
  • Practice emphasizes all aspects of service to sales
  • Conducts regular seminars and workshops on transforming managers into inspiring and effective sales leaders, transforming supervisors into performance coaches and transforming service representatives and order takers into fearless sales makers
  • Wrote several publications related to the areas of improving sales and service
  • Licensed neuro-linguistic coach and senior Birkman consultant and certified mediator
  • Master’s degree in education and a certificate in educational therapy, Holy Names University
  • Can be contacted at [email protected], www.elkindgroup.com or on Twitter® @theelkindgroup
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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: 404849
Published 2012, 2018
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