Virtual Customer Service Webinars

Managing Telephone Communication for Great Customer Service
(90-minutes including Q&A)

“I found this webinar, to be enlightening, providing excellent suggestions on how to manage your own behavior and attitude while dealing with an unhappy customer. Jeannie Davis certainly hit on some of the mistakes that I’ve made but offered realistic suggestions on how I can change my strategic method from one that may have been negative to one that is positive, giving my customers the feeling that I truly do care and will do all that I can to resolve their issues in a courteous, professional, and timely manner.”

Cathy R.
Lorman Education Services
On-Demand Webinar Participant

Learn effective strategies to provide high quality customer service over the phone. Jeannie will help participants understand how your willingness to own every customer interaction impacts your organization’s mission, vision and values statements. Did you know you have a “personal lobby?” When interacting with your valued customers, it’s important you present an image that is warm, friendly, inviting and welcoming. What does it mean to “look good to yourself?” When you do, your customers know you’re knowledgeable, confident and confident.

Improving your telephone communication skills is critical when your objective is to determine what your customer really wants in order to achieve one-call resolution. Have you identified resources and support tools that can be helpful? Are you empowered to identify common issues in an effort to improve the level of service you provide? Handling delicate customer interactions can be challenging, especially when you must share unpleasant news. Do you have a personal strategy for handling complaint callers? Jeannie will help you recognize behavioral styles associated with various customer attitudes and share a six-step process for resolving customer complaints like a pro.

You’ll learn…tips, tricks, and techniques to present a favorable image; what to do before you pick up the phone; how to solve problems without transferring the customer’s call; how to determine what the customer really wants; and how to implement a six-step complaint call strategy.

Telephone Communication Strategies for Administrative Professionals
(90-minutes including Q&A)

“Your webinar was very well presented and professional. It had a great flow to it even though you were not with a physical audience. It was easy to engage with you, and there was humor and personal insight. I felt like I was there in the room with you.”

~ Heather ~

Some people consistently perform well on the telephone. They enjoy working with customers and find telephone work challenging; they’re pleasant, helpful and confident; they transmit enthusiasm when accepting or placing calls. The most memorable gift we can give our customers is a positive first impression. Keep in mind that first impressions create lasting memories of you and your company—whether they’re positive or negative. Do you demonstrate characteristics that create an image your customers will remember with pleasure and won’t be surprised to see?

As with initial introductions in face-to-face encounters, your telephone greeting helps you present a memorable image, makes the customer feel welcome and builds a rapport in support of your organization’s customer service goals. Yet, building a rapport and communicating with your customers is more than just being friendly, courteous and kind. Communication is a two-way street! It’s easy to assume you’ve carefully explained a situation to the customer in an understandable way. And it’s frustrating to repeat what’s been said several times in an effort to get your message across.

You’ll learn…tips, tricks and techniques to project a positive persona; best practices in initial greetings; how to get your message across without being face-to-face; and behaviors to avoid during customer interaction.

Tips and Tricks to Improve Your Telephone Attitude
(90-minutes including Q&A)

We all have bad days…times when we simply do not demonstrate attitudes and/or behaviors that allow us to present exactly the positive image we want others to see. And we often expect people to accommodate our negative attitude as part of who we are with no regard for how productivity suffers because our self-imposed defiance. There are many benefits to creating and maintaining a positive attitude.

Optimistic people can envision success and therefore are able to achieve goals. People are naturally drawn to others with pleasant, cheerful dispositions so friendships and relationships are easier to develop. Positive thinking can even give your immune system a boost, and optimism can play a role in helping the body fight off illness and disease. It’s up to you to hold yourself accountable for making necessary, beneficial behavioral changes for personal gratification as you strive toward customer service excellence.

You’ll learn…tips, tricks and techniques to understand how your attitude impacts the level of service you provide; how to develop and demonstrate a positive attitude; how to assess your current telephone attitude and stay upbeat during a busy workday.

Need a special customer service workshop or keynote? Contact Jeannie!