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THANKS-Enlightened Customer Service
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T.H.A.N.K.S. Enlightened Customer Service training program hosted by Skip Normand, renowned consultant and speaker, with DVD or digital streaming license provides a complete training program on essential customer care on the phone. When calls from customers or clients are answered at your company are you prepared to have a customer for life or due to poor customer care you lose them forever? In one way or another, every call impacts your bottom line!
Six Phases of the Call Cycle:
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T-Thank the caller with the way you greet, your attitude, voice volume, pace and annunciation
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H-Hear the caller out- don't interrupt; don't assume; listen actively; remain unbiased
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A-Assess the situation-apologize & empathize; be understanding; non-threatening and take and keep control of the conversation
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N-Needs fulfillment-match the solution to the need; up-sell/cross sell if appropriate; include action plan; gain agreement
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K-Keep the responsibility-follow through and follow up; re-assign responsibility
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S-Sell something extra-Up sell/cross sell; sell yourself
Use the THANKS process to: increase revenue and margins; build market share; improve customer satisfaction and enhance productivity
Training Package includes: DVD (17 minutes) plus Facilitator's Guide and Participant Workbook
Prefer a digital streaming license: Call us to explore this option.
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Great customer Service Reps know that only one person can deliver great customer service...that is you.
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Five short modules on key customer service challenge areas. Quick training starters with vignettes and complete support material.
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Award winning classic to help Customer Service Reps handle those difficult calls.
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How to convert inbound calls to sales!
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Customer loyalty can be crushed or created over the phone lines. Which do you prefer?
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