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Why Customer Service Reps Are Providing Poor Service and How to Stop It - Webinar

  • ID: 3904739
  • Webinar
  • 60 Minutes
  • Lorman Business Center, Inc.
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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.
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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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Ethan L. Chazin, M.B.A., The Chazin Group LLC
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This webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, technical and support representatives.
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