Learn effective techniques to keep your cool and stay professional when dealing with customers.
The most important asset to any business is a customer. Yet, sometimes the most annoying aspect of the business is also the customer. There are times when the client either becomes too demanding, too belligerent, or too confrontational. Some agents know how to handle conflicts well, while others don't. But it is imperative to the bottom line that those in customer service maintain control. In this information-packed course, managers and agents will understand and learn some of the most vital concepts of customer service, including never allowing your emotions to get out of control. Every organization needs to be professional and ethical and ensure the best customer experience. You will find out how to create the best experience in the interest of customer support and, more importantly, the bottom line.
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Why Lorman?
Over 35 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 Customer Service Affects Bottom Line Revenue
Social Groups and Behavior - the Psychology of Customer Service
How to Provide a Seamless, Consistent Customer Experience in Every Business Channel
Unreasonable Demands and How to Negotiate for Success
How to Handle Behavior That Appears Unreasonable
Learn How to Regain Control of Conversations With Pesky Customers
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More Program Information
Why Lorman?
Over 35 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 Course
This course was last revised on April 6, 2022.
Call 1-866-352-9540 for further credit information.
MP3 Download
No credit available.
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More Program Information
Why Lorman?
Over 35 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
Drew Stevens, Ph.D.
Stevens Performance Group
- Works with founders and senior leaders of middle-market organizations that struggle and transforms them into thriving businesses
- Highly accomplished senior strategic leader with proven experience to lead turnaround situations, implement change, optimize business units, rationalize workforces, operationalize revenue, revitalize processes and drive measurable financial performance for increased sales, profit growth, and customer retention
- Helps transform business professionals into abundant individuals, create a better lifestyle, longevity, higher levels of liquidity, and leave a lasting legacy
- Author of 14 books and over 3,500 business articles
- During his 37-year career, has aided organizations gain over $11B in new revenue
- Passion for sales is well known as he has coached thousands internationally while also creating several accredited university sales programs
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More Program Information
Why Lorman?
Over 35 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.
All of your training, right here at Lorman.
Pay once and get a full year of unlimited training in any format, any time!
- OnDemand Courses
- Live Webinars
- MP3 Downloads
- Course Manuals
- Executive Reports
- White Papers and Articles
Additional benefits include:
- State Specific Credit Tracker
- All-Access Pass Course Concierge
Questions? Call 877-296-2169 to speak with a real person.
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