| Dealing with Angry Customers(Growth Engineer 1 Starter)
Difficult, angry customers can be a real challenge for any customer service centre, causing stress, and being hard to bring to a resolution. Learn a simple process for defusing anger, calming the customer, and getting their issues back on track.
Available files:
|
| Complaint Handling(Growth Engineer 1 Starter)
Complaints are too often treated as a problem, or simply ignored. Learn how to leverage the power of a complaint to gain improvement for your business, and increased loyalty from the complaining customer
Available files:
|
| Net Promoter Score(Growth Engineer 4 Sales Leader)
NPS is based on the fundamental perspective that every company s customers can be divided into three categories. "Promoters" are loyal enthusiasts who keep buying from a company and urge their friends to do the same. "Passives" are satisfied but unenthusiastic customers who can be easily wooed by the competition. And "detractors" are unhappy customers trapped in a bad relationship. Customers can be categorized based on their answer to the ultimate question 'how likely are you to recommend this company to a friend?. This workshops looks at how the net promoter score tool can help you identify if your company is delighting your customer base, leading to long-term profitable growth.
Available files:
|
| Communication Skills(Growth Engineer 1 Starter)
Top tips and advice on how to communicate effectively
Available files:
|
| Customer Care(Growth Engineer 1 Starter)
How to look after your customer and give them the care and attention they need
Available files:
|
| Telephone Skills - Basic(Growth Engineer 2 Sales Person)
This training workshop sets out simple principles and techniques that allow you to improve your telephone communication skills.
Available files:
|
Word
Excel
Video
Application
PDF
Powerpoint
Audio
Other