This training helps participants recognize the business impact of customer retention, develop skills to identify and respond to dissatisfied customers, and use a set of best practices to turn difficult customer situations into positive interactions. This program addresses professional telephone etiquette, asking the "right" questions, and how to deal with difficult customers. The instructor will provide tips and techniques for Service Recovery using HEART.
•Understand the impact of first impressions over the phone, electronically, and face-to-face.
•Learn effective call greetings to demonstrate professionalism and customer appreciation.
•Use appropriate language to speak with an effective tone of voice.
•Eliminate forbidden phrases and learn tact to ask pertinent questions that don’t offend.
Disclosures:
This workshop will be virtual via Zoom.
You will receive a Zoom invitation one to two days prior to your workshop. You are required to have a working camera and microphone for participation in this workshop. Please, have your camera on for the duration of the workshop.