Everything Contact Center Managers Need to Know About Quality Call Center Monitoring – On-Demand Video

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Quality Call Center Monitoring – On-Demand Video 

Fine-tune your call monitoring program. Pick up vital new skills in quality contact center monitoring.

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In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

Call Monitoring Agenda: 

In call centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join us for this encore presentation of a blockbuster seminar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program.

The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! 

  • I’ll explain the five simple and basic components you MUST have on your monitoring form
  • Benchmark monitoring forms from superstar call centers
  • You’ll even get a sample email correspondence monitoring form
  • We’ll examine how to effectively use Yes/No and Numerical scoring

With the discussion and information from the webinar we are ready to get started and have even scheduled our first meeting to get it underway!

Debbie Riley, Consumer Affairs Supervisor, Giant Landover

Taking the Madness Out of the Method: What is the best way to monitor agents?

  • Get answers to your most pressing questions like “how often should we monitor?” and “how many calls do we need to monitor?”
  • Explore the 3 most effective call monitoring methods, including the pros and cons of each method
  • Don’t get left behind…review cutting-edge advancements in call monitoring technology
  • Get more out of your monitoring software: Explore new trends in multiple
  • Get my resource list on the best call monitoring software packages on the market
  • Bonus:  I’ll supply you with a link to 100 questions you MUST ask any and all potential vendors of an automated quality monitoring system…proactively asking these questions can keep you from investing in a solution that is not a good fit for your needs and spare you from many sleepless nights and headaches down the road.

Making Sense of Measurements

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  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)
  • Establish clear, valid and measurable performance standards
  • Find out what’s off limits for measuring in quality monitoring and why

Your seminar has given me the tools to build {a} new incentive program.  I’m sure that my operators will appreciate the scoring process as well as the incentives.  I will appreciate the opportunity to be a better coach.

Jeri Chandler, Ivie & Associates, Inc.

Overcoming One of the Biggest Threats to Effective Coaching and Getting Agent Buy-In to Monitoring

  • I’ll reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors
  • Explore 7 field-tested and proven tips (straight from the world-class centers of some of my clients) for overcoming agent resistance
  • We will review 8 common objections agents have to monitoring and I’ll tell you exactly how to respond to every one of them

All About Calibration: Getting Every Supervisor On the Same Page: Nipping the consistency challenge in the bud

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  • Find out why it so easy for every supervisor to see (and rate) calls differently —and discovery what you can do about it
  • You’ll  get my 6-step easy method for holding productive calibration sessions that will ENSURE consistency among all supervisors who coach
  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)

Exceptional Value

Wondering how my registration fee compares to others? The  Resource  Center  for Customer Service Professionals currently has a seminar available called Monitoring and Coaching for Improved Call Center Performance. It is offered at 8 locations throughout the US at various times during the year.  The cost is $1,475 per person. If you had five supervisors attend, it would cost you $7,375, plus the travel expenses of each supervisor. My webinar delivers the same relevant content for a mere $299 for an UNLIMITED number of participants.

Quality Call Center Monitoring

Fine-tune your call monitoring program

Pick up vital new skills in quality call monitoring 

On-demand. Immediate download. Immediate viewing. Save and have it forever.

Download fee: $299. Purchase now.

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen
Project Manager
Carlson Hotels Worldwide

These webinars are offered at $299 each. The entire year can be purchased for $999. (Your year starts when you enroll.) The annual membership grants unlimited access to live webinars by the purchasing company for 12 months, a digital recording of all webinars, and 24/7 access to all archived webinars.

Purchase  a 12-month license – Granting unlimited access for you and your entire organization to all live and archived events for 12 months – $999. 

Or purchase webinars individually for $299 each.

All webinars include:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)

Improve the Customer Experience by Coaching Call Center Agents the Right Way

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“My job is not to be easy on people. My job is to take these great people we have and to push them and make them even better.”

~ Steve Jobs

Hire Right

It’s a fact. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Perhaps they hope the problem will correct itself. Many fear getting a difficult to handle response from the employee. We never want to admit it, but some managers want to be “friends” with their employees and this “friendship” keeps them from the giving the constructive feedback their employees need. And then there are those who just wait until the annual performance review to lay it all on the employee.

Why are managers so ineffective when it comes to giving constructive feedback?

It’s simple really. Managers never learned exactly how to assertively address unacceptable performance. And let’s face it; giving constructive feedback about a person’s performance can be a little intimidating.

Sit down with me on Friday, August 28th at 1pm for a 60-minute discussion on how you coach your employees. Here’s what I’m eager to share with you:

  • How to keep top of the mind the fact that your job is to make your people better.
  • The Manager-Tested-and-Proven 6-Step Strategy for Addressing Unacceptable Employee Performance that Myra has taught managers in Fortune 100 companies, contact centers, government agencies, school systems, a spa and a plumbing company.
  • How to nip drama in the bud when dealing with whiners, blamers and negative employees.
  • Netflix managers are charged to keep and develop star talent and give everyone else a generous severance package. What you can learn from the Netflix culture of “Freedom & Responsibility.”
  • A powerful 9-step coaching strategy for coaching calls in contact centers.
  • How to get employees to take ownership for performance improvement using a super-simple 4-step Coaching Through Questioning technique.
  • A short dialogue script for quickly addressing minor performance issues….so they don’t blossom into big issues.
  • Myra’s KFD principle for how to fully prepare for constructive feedback discussions with employees. Using this principle, you’ll be prepared and confident!
  • A 2-minute exercise that you can do at your desk that will instantly boost your confidence by boosting your testosterone levels (this works for women too) and lower your cortisol (stress hormone). Do this quick exercise right before having high-stakes conversations and you’ll have mind-blowing confidence.

After our discussion you will receive:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)

 We Need to Talk About How You Coach Your Employees

August 28, 2015 1pm – 2pm ET  

$299 per organization Register

Do These 3 Things and I Promise, You Will Earn Customer Loyalty. Pinky Swear.

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It turns out I am pretty amazing in the kitchen. A few weeks ago I made caramelized veggie skewers with herby couscous. It was good. Like, slap your mama good.

Caramelized Veggie Skewers-with Summer Corn Relish and Herby Couscous

On Saturday afternoon while my husband and son played NBA2K on PS4 and my daughter danced with her earphones blasting, I had my own fun by making crispy citrus tofu with smoky black beans, mango salsa and farro. My husband loved this dish. He said this is his favorite vegan dish. *Chef Myra takes a bow*


Crispy Citrus Tofu 

Most of my life I was just okay in the kitchen. I didn’t get complaints, but I didn’t get a lot of compliments either. But that all changed when I found Hello Fresh. More about Hello Fresh in a minute.

Research my team and I have done has found that customer loyalty is achieved when 3 criteria are met. The service experience must:

  1. Meet the needs of the customer
  2. Be easy
  3. Be enjoyable

If the customer gets their needs met, the company is easy to do business with and the customer enjoys the experience, the customer is likely to be loyal. Not only loyal, but they are likely to share their experience with a friend, colleague or family member.

So, about Hello Fresh. My husband got a $40 off gift card from Hello Fresh when he ordered athletic outfits for our son from Eastbay. I know, a food service gift card from an athletic store. But anyway, he gave me the gift card and I placed my first order with Hello Fresh. I will use HelloFresh.com as a discussion topic for how to achieve customer loyalty using my 3 points from above. My order below will not flow with the above and that’s okay.

1. Easy Customer Experience

Signing up was easy. With one click I was able to select the vegetarian option. And the following Thursday, a box of recipes and perfectly proportioned ingredients for vegetarian meals was delivered to my door. The service experience so far was easy.

Hello Fresh

The recipes are step-by-step, include graphics and are easy to follow.

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I signed up for weekly meal delivery, but I can’t really get meals weekly because of business travel and occasional vacations. When I need to pause meal delivery, all I have to do is click a button on the Hello Fresh app or website that says “pause.” It takes like 2 seconds. Easy as pie.

2. Customer Needs are Met

My goal, or need, with this company was to prepare healthy, gourmet, jaw-dropping good vegetarian meals for my family. I also wanted to reduce the number of times per week we eat out and I wanted to spend less time at the grocery store. Since I’ve been getting meals from Hello Fresh, we almost never eat out. I only have to pick up a few items at the grocery store weekly. My goals and needs were 100% met.

 

3. Enjoyable Customer Experience

Was my experience with Hello Fresh enjoyable? Oh my goodness, yes! Hello Fresh sends me easy to follow recipes, all of the ingredients, and because the ingredients are perfectly proportioned, there is no waste. I enjoy not having to go to the grocery store as often. I enjoy not spending much money eating out. I enjoy cooking gourmet meals that satisfy my husband and result in lavish compliments. I enjoy the experience of cooking. It’s like creating art for me. Seriously.

After a couple of months of experiencing enjoyment, ease of use and having my needs met, Hello Fresh has won my loyalty. The formula for customer loyalty is simple. Just meet your customers’ needs, be easy to do business with, and make sure your customers enjoy their experience with you, your service or your products. When you do, loyalty will become a part of “the way business is done around here.”

Tonight I made Smoky Black Bean and Caramelized Sweet Potato Tacos. That probably only sounds good to you if you are vegan or vegetarian. :-)  If you’re interested in having gourmet meals delivered to your door, you might want to give Hello Fresh a try. They offer both classic and vegetarian meals. Save $40 on your first order with my code 5VNUYC at www.hellofresh.com

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A man without a smiling face must not open a shop.

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A man without a smiling face must not open a shop.

–Chinese proverb

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I took the day off yesterday. My family and I joined my parents at a WNBA game. Our team, the Tulsa Shock, won convincingly. After the game we walked over to a flatbread café and had a delicious lunch.

While sitting in the restaurant I spotted a familiar cupcake bakery. I’d been to this bakery in Oklahoma City a few times. The décor is an immediate wow. It’s a French inspired, pink crazed, whimsical pink boutique. The cupcakes are almost too pretty to eat and too delicious not to devour. The taffy is good too.

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As we finished our meal and took care of the check, I raved about the cupcake bakery to my mother and insisted that we stop in before heading home. My mother, fully satisfied from our flatbread, wasn’t interested in cupcakes. But I went on and on about the cupcakes, candy, trinkets and décor. Finally she gave in.

We walk into the bakery, nearly empty that time of day, and my energy of anticipation of sweet artistic treats matches the hot pink walls. With a big smile, I look toward the 3 employees up front behind the counter. No one makes eye contact with me. No one smiles. No one speaks.

That was a let down. So, I simply give my mother a tour, pointing out the party rooms and showing off some of my favorite treats. Employees are engaged in conversations with each other. After several minutes I catch up with my daughter and tell her how disappointed I am that no one bothered to greet us. She tells me noticed it too.

I was ready to grab to-go cupcakes for my entire family. And these cupcakes are not cheap. As you know, service is everything to me. Yes, the cupcakes here are freakin good. Yes, the hot pink walls and whimsical details blow my mind. But none of this is good enough for me to ignore being ignored by the staff. So, I say to my mother, “The service here is pissing me off. Let’s go.” And out we walked.

My mother and daughter get me when it comes to service. I have to feel welcomed and a sense of warmth in order to trade my dollars for a product. As I walked out, I thought of the Chinese proverb:

A man without a smiling face must not open a shop.

Yep.

Related

Bad Customer Service Makes People Cry, Shout and Experience Headaches

Here’s a Great Energizer for Telephone Techniques Training Classes

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In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. Do you know how hard one must work to keep 100 people fully engaged for 2 full days?

Hard. You have to work hard. And creatively. Of course, one must have endless energy too.

Fortunately I am anointed to engage audiences with boundless energy and stories. But it takes more than that. You have to engage audiences and keep them nearly spellbound. Or else you’ll lose them to their smart phones or thoughts.

I was going into the final inning of this 2-day training in South Dakota. Participants had just returned from lunch. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. That’s when you are at the greatest risk of losing your audience.

So, here’s what I did. Immediately after lunch I instructed my audience, already clustered in small groups of 8 at round tables, to think of a company. Any company. Small groups thought of all sorts of companies: Wal-Mart, Zappos, a taco restaurant, and pretty much any business you might imagine.

Red Phone

Then I explained to my audience that they would be calling up the company they chose. They would have one person in each small group make the call from their cellphone while the rest of the group listened in on speaker. They were to make a routine customer inquiry. The goal was to look for what made the call amazing, mediocre or poor and then come back and give short presentation to the large group.

Because my audience was large, more than 100 people, I had several groups leave the ballroom and find quiet spots throughout the event center. I allowed 10 minutes for the call activity.

Customer Service Training

After about 10 minutes, I called the groups back in and we heard presentations of horrible customer service calls, WOW calls and lots of unimpressive, but not really bad calls.

This activity served 4 purposes:

1. It got my audience up and moving right after lunch, a time when people might otherwise surf their phones or drift somewhere in their heads. Or even sleep.

2. All audience members were fully engaged. They were engaged in choosing the company, engaged as they tried to figure out where the exercise was going, and they were fully involved in making the call and preparing presentations.

3. Participants learned what a great call sounded like and felt like. In the debrief after presentations, we discussed how we could take the great and apply it to their own calls with customers.

4. People got to hear what bad and mediocre calls felt like. The goal, of course, was to make sure they never left customers with the bad feeling of poor customer service.

Keep your audiences engaged with energizing activities that teach an important point. (This is particularly important after lunch and in the late afternoon.) When you do, your audiences will have more fun, learn more and they’ll think you’re awesome.

Train the Way Myra Golden Trains Using Her Trainer Facilitator Kits!!!

Fully Customizable Facilitator Kits Using the Myra Golden Training Method

Training Kits Available for the Following Topics:

All training kits include:

  • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over.
  • High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples.
  • Detailed trainer’s notes to help you quickly get ready to train.
  • Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!
  • Delivered digitally so that you’ll have this entire training system at your fingertips in minutes!
  • How-to hints for delivering the very best training

Related

I Took My Client on a Field-trip to the Apple Store

What a Myra Golden Training is Like

Ways I Engage My Audiences

How to Get Customer Service Reps to Express Empathy

Are you a corporate trainer who is looking for customer service training to deliver to your team?

I stayed at the Grand Hyatt DFW. Was it worth $300 a night?

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Grand Hyatt

I missed a connection in Dallas and had to spend the night at the Grand Hyatt. Well, I chose to spend the night at the Grand Hyatt. American Airlines offered to put me up in a very low-budget hotel, or was it a motel? The hotel or motel, whatever it was, was several miles away. It had no onsite restaurants. I was tired. And hungry. This hotel was just not an option for me. Not even for free.

I fly through DFW often and I recalled seeing the Grand Hyatt right onsite at the airport. I looked them up on my MacBook. I loved what I saw when I clicked “About.”

About Grand Hyatt

Expect nothing but the best at Grand Hyatt hotels. The most spectacular accommodations. The most savory dining options. The most eye-opening entertainment. You’ll find our distinctive hotels in major cities and resort locales, right in the center of it all. Our hotels are places to enjoy, to socialize within and entertain on any level you wish.

All our hotels boast dramatic, energetic lobbies, exquisite dining options, state-of-the-art technology, spas, fitness centers, and comprehensive business and meeting facilities.

So throw the wedding of your dreams, plan your yearly conference, or just settle in for a romantic weekend of luxury for two. Our hotels will meet and exceed all your needs throughout your stay.

 

After checking out the hotel’s restaurants and factoring in the close proximity and wonderful overview on their website, I decided to book the hotel.

The lobby was dramatic and energetic, just as the website said. There were a few guests checking in when I arrived, maybe 3. I’d been in line about 10 seconds when a hotel employee walked up and offered me a bottle of water. He spoke and carried himself with the formality and eloquence of a host in a country club.

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My room was the bomb! The window shades ascended the moment I stepped through the door, the lights came up and the television came on. Wow. The bed welcomed me like I welcome springtime.

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I appreciated the electrical outlet nestled into the nightstand next to the bed. So often in hotels the outlets are behind the nightstand which can be a little inconvenient.

This was an airport, so the view was limited to airport stuff. From my room I was able to watch air traffic flow in and out of the airport. I rather enjoyed that.

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One of the reasons I chose the Grand Hyatt was the dining. Some of you know I am a foodie and a vegetarian, so the dining is the most important thing for me. Before booking this nearly $300 a night hotel, I looked at the restaurant menus. Here’s what I saw before reaching the menu.

Hyatt is proudly offering food options that are good for Hyatt guests, good for the community and good for the planet.

 From natural, local and sustainable sources.

We are always striving to honor the individual requests of our guests.  It’s why our menus feature plentiful, healthful options alongside our more indulgent ones. And our children’s menus encourage them to eat well and be well with right-sized options.  

So no matter what our guests order, a great deal of thought and care has gone into each dish. Our guests deserve nothing less.

I also saw that one of the hotel restaurants, the Grand Met, had vegetarian and vegan options. Again, as a plant-based eater, this appealed to me big time.

My dinner was among some of finest dining experiences I have ever had on a business trip. I enjoyed the Artisanal Green salad, which featured superfood greens, red spinach, carrot, grana padano and Banyuls vinaigrette. Then, for my entrée, I enjoyed the perfect Garden Pasta.

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I passed on the $7 bottle of water.

The Grand Hyatt delivered an amazing customer experience – from the dramatic lobby first impression, to the state of the art amenities in the room, to the very fine dining experience with conscientious ingredients and plant-based options. Was this hotel worth the $300 I had to shell out? Yes, yes it was.

Myra Golden is a customer experience keynote speaker and trainer who travels North America looking for great stories to share, and new ways to help her clients deliver the best possible customer experience.

Trainer Facilitator Kits for Corporate Trainers – Novice and Veteren Trainers Alike will Love These Kits

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Trainer Facilitator Kits

Fully Customizable Facilitator Kits Using the Myra Golden Training Method

Training Kits Available for the Following Topics:

All training kits include:

  • Prewritten training modules
    • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over. 
    • High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples. 
    • Detailed trainer’s notes to help you quickly get ready to train. 
    • Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it! 
    • Delivered digitally so that you’ll have this entire training system at your fingertips in minutes!

13 Short Customer Service YouTube Videos You Can Use for Training

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Myra Golden’s Customer Service Video Library

Top 6 Ways to Get An Angry Customer to Back Down

The Psychology of Customer Anger

How to Resolve Complaints without Giving Away the Farm

Verbal Aikido

Listening Using Stephen Covey’s 5th Habit

Customer Service: The Issue is Not the Issue

When it comes to problems customer experience, what upsets customers is usually how the company responds to the problem – not the problem itself.

Handling a Problem That’s the Customer’s Fault

How a Tweet Got My Internet Back Up-Cox Communications Saves the Day 

Be Gumby – A fun and memorable customer service

“How to Handle Difficult Customers” Webinar Sneak Preview – Myra Golden 

The “Easy” Customer Experience

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections – Webinar Sample

How to Lose a Customer Over 8 Dimes 

Myra Golden Seminars offers engaging, cutting-edge classroom and online customer service training based on the work of Myra Golden.

Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes. Customers have the option of enjoying our interactive online training on our Learning Management System (LMS) or through SCORM modules for their own LMS.

We are best known for our classroom training – and it is amazing! Our customer service training is led by the industry’s best trainers…experienced, engaging, and energetic. If you poke your head into a Myra Golden training session, you know this training is different. Participant involvement is astonishing. People are having fun and they are completely engaged. Most importantly, the participants are learning real-world strategies that will absolutely empower them to deliver exceptional customer service. Every one of our customer service training sessions is custom designed to meet our client’s objectives and every session delivers a measurable return on investment.

Do-it-Yourself Training Kits for Corporate Trainers

Training Kits Available for the Following Topics:

All training kits include:

  • Prewritten training modules
    • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over. 

    • High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples. 

    • Detailed trainer’s notes to help you quickly get ready to train. 

    • Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it! 

    • Delivered digitally so that you’ll have this entire training system at your fingertips in minutes!

Customer Service Training – Classroom

Customer Service Training – Online (LMS)

Customer Service Training – Webinars

What I Learned From the Zappos Contact Center

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You may already know that I love to benchmark best in class companies and then share ideas with my clients. You may also know that one of my favorite companies to study (and shop) is Zappos.

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In rehearsal for my Zappos webinar

Six years ago I became both a student and consumer of Zappos. As a student, I have studied the Zappos approach to quality monitoring, social customer service, culture, emotional connections, interviewing, training, how they handle challenging customers, and more.

In this special web event I will be sharing with you some of my biggest “Ah-ha” moments from my benchmark study of Zappos. Take a quick look at the outline to see what I’ll be sharing. There will also be an opportunity for open Q &A so feel free to bring your questions.

Find out how Zappos motivates CSRs to deliver friendliness and wow on every call while delivering impressive call center metrics – without management, rules or even call talk time targets.

I promise, after just 60-minutes with me, you will be inspired and thrilled with how satisfying call center management can be! And once you’ve gotten a taste of IMPRESSING your customers and bosses by seriously upping your customer experience, you will be completely STOKED! 

Getting your team to communicate with empathy, friendliness and personal connection is EASY TO DUPLICATE using the CLEAR, CONCISE methods used by the Zappos contact center. 

In this new webinar, I reveal secrets like:

  • The most important secret for actually getting performance and behavior change through quality call monitoring.
  • A creative way to connect with customers in just 15-minutes a day. I’ll tell you exactly how Zappos employees do it every single day.
  • The number one thing you need to know about creating a customer-focused culture that so many call centers learn the hard way.
  • This little-known fact can make a better “coach” out of anyone —and the one secret that will give you rockstar status as you coach employees to optimal performance.
  • Four indispensable techniques for getting employees to convey empathy, friendliness and warmth.
  • Why Zappos pays employees $2000 to quit and the lesson you can take away from their practice.
  • Why treating employees very well pays off. Specific ways you can treat your employees even better.
  • Surprise and delight. How Zappos does it. Discover if this is a good fit for your organization.
  • Why Zappos stopped monitoring calls the traditional way and how they do it now. 

—So you can capture the magic of leading your team to deliver the best possible customer experience, even if you never thought you could!

So, how much is this tremendous call center benchmark experience going to cost you? Well, the regular price for our webinars is $299. However, for a limited time, we are offering an early-bird discount and you can join this event for $199. This early-bird discount is valid through June 10, 2015.

What I Learned From the Zappos Contact Center (Live webinar)

June 17, 2015 1pm – 2pm ET

$299 for unlimited participation per company

Register

 

What Aikido Masters Know About Handling Difficult People That You Don’t

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Verbal Aikido I’m sitting at my desk reading feedback from my recent Verbal Aikido workshop. The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused on how to most effectively deal with difficult customers. So, for this special online training event I will taught my clients how to deal with extremely difficult customers. I call these customers collectively The Consumer Vigilante. Here’s what one participant had to say about the training:

“We have seen versions of this before but I like that you are updating and refreshing these webinars. Sometimes seeing them refreshed or in a different format or something, it may help things click with some of the reps. I think with the climate we are in and more customers being stressed out than ever, we are having more and more challenging customers and our reps need the ammunition to help them and help themselves otherwise it makes the job so much harder. I can’t wait to get the recording of this to make this one a required webinar where we will sit down and talk about it afterwards as a team.”

Deb Riley,Consumer Affairs Supervisor, Ahold USA

In the training I explained that today’s consumers are impatient, savvy and relentless. Some customers, the consumer vigilantes, will stop at nothing. I walked my audience through the toll difficult customs are taking on employees and organizations:

  1. Extremely difficult customers are putting serious stress on employees. This stress is bringing down morale and inviting burnout.
  2. Difficult customers cost companies money! The time it takes to deal with unhappy and extremely difficult customers is taking time away from your best customers and resulting in a poor customer experience because staff can’t deliver the best service to the best customers.

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Screen shot from my Verbal Aikido rehearsal

I shared thoughts, stories, perspectives and research to inspire my audience to take a more focused approach toward handling difficult customers. And then I presented a powerful solution to handling difficult customers, the consumer vigilantes of the world: What Aikido Masters Know About Handing Difficult People That You Don’t 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers.

If you missed the big event, you can still purchase the training video. Your training includes: Unlimited viewing within your organization with no expiration Rights to download and save webinar video Rights to incorporate webinar within your Learning Management System (LMS) What Aikido Masters Know About Handing Difficult People That You Don’t 60-minute video on-demand video training $299 per organization Purchase

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