Then, get back to the customer at the time promised, even if there is no resolution.
Post-Sale Nurturing Most businesses are good at the immediate upsell. Incorporate some non-transactional messaging into follow-up communications. This will vary depending on the business, but some examples include:. Informative blog posts Announcing new product features Sharing success stories Reporting on industry trends Helpful how-to tutorials. Be Pre-Emptive Identify times of the year when customers have a higher tendency to run into problems.
For example, Turbo Tax is going to receive a lot of customer service inquiries during February and March as people rush to file taxes online. Turbo tax could send out an email answering some of the most common customer service questions, or provide a link to a comprehensive set of tutorials for people to follow along with. Remember Birthdays and special anniversaries are a great time to send out a communications to celebrate the milestone.
Customer Service Management Training Quick and Easy Techniques That Get Great Results [Renee Evenson] on kinrarola.tk *FREE* shipping on. Customer Service Training Quick and Easy Techniques That Get Great Review. “ must-have resource for any manager. Evenson has compiled an.
For example, you could send out a special discount or purchase credit to a customer celebrating a one year customer anniversary. These personal touches make the customer feel appreciated. Every now and again, randomly reach out to customers and provide an exclusive offer. No specific reason. No strings attached. Try to be conversational in customer communications. Address people by their name and use your name and photo in outgoing communications. Customers like to communicate with real people, not automated robots. Because a great customer service skill is knowing when to outsource an issue to someone else better equipped to handle it.
For example, when a customer calls in furious that you sent her the wrong color wedding dress and the wedding is in 7 days, instead of being defensive of passing the blame onto some other person or department, you could respond by saying:. I can see on your order form that you did indeed select white and not the cream colored dress you were sent.
I will personally see to it that the correct dress is express shipped first thing in the morning so that it arrives at your house in 2—3 business days. How you phrase certain responses can have a big impact on the way people perceive you and the company. On the other hand, if you remain calm, you can stay in control of the situation.
This can be accomplished in-person, through tone of voice, or via a delicate email response. The team at Velaro have some great advice on interacting with angry customers:. They are merely venting. At this point, let them get all the anger out without interrupting and then provide help. Never argue back When customers become extremely irate it can be easy to go on the defensive. Sometimes it will be tempting to fight back, especially when you know the customer is wrong. Make an effort to understand the source of frustration, let them know you understand why they are unhappy and that you are there to help.
Kill them with kindness Some customers will refuse to calm down. In these situations, the next move is to kill them with kindness. Know how to apologize When the time is right, apologize to the customer even when you feel it is not necessary. The solution should work for both parties. Relieve stress Take a moment after the call to decompress. Get up and stretch, take a few deep breathes or go for a walk. Make sure you are relaxed before speaking with the next customer. You are more likely to get a customer to take action by using action words and speaking in the active tense than using past tense and avoiding verbs.
Speaking in present tense can also help customers look beyond past challenges and frustrations, and more towards a positive future end-goal. No prospect is just waiting there with a checkbook open chomping at the bit to buy your products or services. In a competitive market where there are lots of options to choose from, consumers have the power to ask questions, raise objections and voice doubts prior to purchase. Many sales and customer service professionals fear these situations.
However, objections communicate valuable information about consumer needs, concerns, pain points and potential barriers to entry. But, before we dive into the re-framing process, it helps to first understand the four main types of customer objections:. Your job in this case is to justify the cost by demonstrating value and showing how the customer will get a positive ROI. Service quality Customers will express doubts about staff expertise, product quality, past results, and responsiveness of customer support personnel.
Trust Customers do business with, and refer business to, those they trust. You need to establish credibility to overcome these concerns. Testimonials, affiliations and case studies help here. This article written by Doug Dvorak from the National Association of Sales Professionals highlights 3 simple ways to handle objections.
Positive Attitude Objections are opportunities disguised. Think about it this way, if a customer has valid objections and has taken to time to voice them, it shows due diligence and an interest in the product. This should put a more positive spin on the situation, and even motivate customer service and sales professionals. Preparation is key Keep a running log of all the objections you encounter on a daily basis. Write down how you successfully overcame the objection. Keep this resource close by at all times so you can refer back to it when necessary.
Each of the objections raised by the customer should be tackled one-by-one, starting with the toughest one. Show respect Make sure you hear everything the customer has to say without interruption. Once you hear the objection, reflect it back to the customer and empathize with the source of the objection before providing a counter. In the context of customer service, closing refers to the ability to end communications with the customer feeling like all their questions and objections have been taken care of.
This shows the customer you care about their experience and are willing to help them right to the end. This course is designed to help managers develop performance agreements and learning objectives for their employees. Participants will better understand the performance management cycle, be equipped to initiate conversations with their employees and acquire tools and strategies to help their employees develop competencies and perform at the required level.
In this course, learners will develop strategic thinking, see how systems thinking can elevate perspective, make sense of opposites and contradictions, and better understand cause and effect.
They will be able to describe how understanding an organization's value chain can lead to more effective implementation. Understanding ethics can help you discern the right thing to do in a difficult situation. In this course, you will learn: some basic myths about business ethics; ethical approaches you could follow at work and more. Online, hours Online Government priorities; Values and ethics; Personal development; Career development; Personal and team development Transferable Skills Employees; Supervisors; Managers and Supervisors; Managers Difficult People: Can't Change Them, so Change Yourself W It's easy to say that the best way to deal with difficult people is to be tolerant and accept everyone's differences.
This might work in the short term, but it's better to learn how to respond and relate to difficult people if you expect to be working with them for some time. The best approach to use depends on the person, the situation, and your willingness to build and blend skills as needed.
Online, hours Online Government priorities; Respectful and inclusive workplace; Personal development; Personal and team development Respectful and Inclusive Workplace Employees; Supervisors; Managers and Supervisors; Managers; Executives; Directors Difficult People: Strategies to Keep Everyone Working Together W While it's best to get personally fit for dealing with difficult people—that is, manage your own emotions using self-management techniques—there are interpersonal strategies and skills you need to engage and work with difficult people.
By learning how to focus on goals, give feedback and manage conflict, you will be able to work with difficult people more effectively. This course will help you recognize the characteristics of different types of difficult people and respond effectively by understanding the motivations underpinning their behaviour. Online, hours Online Government priorities; Respectful and inclusive workplace; Personal development; Personal and team development Respectful and Inclusive Workplace Employees; Supervisors; Managers and Supervisors; Managers; Executives; Directors Direct, Monitor, and Control Project Work X Most projects experience problems and unforeseen events that pose a threat to successful completion.
This course will equip project managers with skills to manage change in an integrated fashion so that, for example, changes to scope are reflected appropriately in the quality, schedule, and cost baselines.
Online, hours Online Personal development; Career development Transferable Skills Managers and Supervisors; Managers Disposal of Surplus Moveable Crown Assets and Investment Recovery M Functional specialists in the fields of procurement, materiel management and real property PMMRP are expected to make informed and cost-effective decisions about asset reuse, relocation and disposal. This course presents a practical approach to the disposal of surplus moveable assets within the context of legal and policy constraints.
Participants will become familiar with the established framework for developing investment recovery plans at the departmental level. C Communicating effectively can be challenging when the message is difficult. By showing patience, perseverance, and accountability, you can get communication back on track and reach mutual understanding and agreement. Online, hours Online Communications; Personal development; Communication skills; Personal and team development Transferable Skills Employees; Supervisors; Managers and Supervisors; Managers Editing and Proofreading Business Documents C Have you ever distributed a document or message only to find later that you forgot to include a key point or correct an embarrassing spelling error?
It's discovering that you have accomplished your targets or fulfilled your goals and it's rousing up in the morning looking victorious rather than feeling defeated. Submit Search. Some go for competitive reasons. No prospect is just waiting there with a checkbook open chomping at the bit to buy your products or services. Some of us might have even said it. Diane Spiegel. Service quality Customers will express doubts about staff expertise, product quality, past results, and responsiveness of customer support personnel.
This course describes how to edit and proofread effectively, covering key areas such as tone, structure, clarity and accuracy, as well as common grammar, punctuation and spelling mistakes. Online, hours Online Communications; Personal development; Career development; Communication skills Transferable Skills Employees Effective Team Communication C It's vital to maintain open, effective communication within a team.
In this course, you'll learn about different verbal barriers to effective team communication and strategies for overcoming them. You'll also learn about specific active-listening techniques that can help you be a better listener. Online, hours Online Communications; Personal development; Communication skills; Personal and team development Transferable Skills Employees; Supervisors; Managers and Supervisors; Managers Effective Two-Minute Briefings Z Everybody's time is limited, but few face more of a time crunch than deputy heads and ministers.
This highly interactive course introduces the strategies and tools needed to effectively communicate the essence of an issue at hand in two minutes or less while ensuring that what is said is thorough and well-constructed. Participants will learn how to brief their deputy heads and ministers by confidently and succinctly delivering their main messages with maximum effectiveness. Classroom, hours Classroom Communications; Human resources Transferable Skills Executives; Directors Electrical Safety S This is an awareness-level course on how to work safely with electricity. It focuses on specific electrical hazards found in the workplace and methods to minimize or eliminate those hazards.
The course content is designed to comply with the intent of the applicable regulatory requirements and best practice standards. Online, hours Online Personal development; Personal and team development; Security; Respectful and inclusive workplace; Government priorities Respectful and Inclusive Workplace Employees; Supervisors; Managers and Supervisors; Managers; Executives; Directors Emergency and Disaster Preparedness S This course was designed and developed to provide instruction on emergency response, safety, reporting, and evacuation of company facilities and work areas in the event of a natural disaster, fire, bomb threat, or other emergency.
Online, hours Online Personal development; Personal and team development; Security; Respectful and inclusive workplace; Government priorities Respectful and Inclusive Workplace Employees; Supervisors; Managers and Supervisors; Managers; Executives; Directors Employee Engagement through Transformational Leadership G Creating an environment that is conducive to employee engagement helps foster greater organizational efficiency during times of change.
This course uses a reflective and experiential approach to encourage participants to analyze and adjust their leadership style through the lens of transformational leadership so they can bring about positive changes in their organization. Participants will develop a personal action plan to transfer their new knowledge to the workplace. Classroom, hours Classroom Communications; Human resources; Leadership Transferable Skills Supervisors; Managers and Supervisors; Managers; Executives; Directors Encouraging Team Communication and Collaboration C Successful teams, whether they are on-site or virtual, are characterized by good communication and collaboration.
In this course, you'll learn techniques for encouraging effective communication and overcoming communication problems. Online, hours Online Communications; Personal development; Communication skills; Personal and team development Transferable Skills Employees Energy Efficiency Expert Evaluations M Energy Efficiency Expert Evaluation E4 is a multidisciplinary evaluation process for identifying and implementing low-cost solutions to improve operational performance and reduce energy costs. This course provides managers with insight into their unique role and outlines the benefits of properly onboarding new hires.