SupportIndustry.com - Webinars and Events

Webinar: The Customer Service Survival Kit: How to Defuse Even the Worst Customer Situations

Hear support industry expert Rich Gallagher and learn how to use the skills of hostage negotiators, crisis counselors and law enforcement professionals to handle your worst customer situations.

This webinar celebrated the national release of Rich's new book The Customer Service Survival Kit.

Watch this live webinar to learn how to:

- Deliver bad news in a safe way
- Use the "ladder of acknowledgement"
- Defuse anger by "leaning into" it
- Become immune to intimidation
- And much more

View the webinar today!

[More...] Mar-29-2013

Best and Worst Practices for Managing your Support Team

Thursday, October 18 - 10 AM PDT / 1 PM EDT

What are the differences between the best and worst managers and executives in customer support? We now know what these success factors are - and we have decades of experience and literature to back it up.

Join Rich Gallagher, support industry expert and noted author, as he delves into these big-ticket practices and procedures that will enable support leaders to achieve excellence in the 21st century.

Join this live, interactive webinar to learn:
- The 3 best practices and how to put them to use
- The 3 worst practices and how to avoid them
- Tricks and tips on managing your support team

[More...] Aug-31-2012

The "Quality Support Start": A New Approach to Metrics and Performance Management

Metrics are a tremendous challenge for any support manager. Focus too much on the wrong metrics, and you get micromanaged employees who feel treated like children – and customers who get short shrift as employees try to "make their numbers." But focus too little on performance, and your support team feels like a university without any grades. What can you do?

Watch Rich Gallagher and learn a fresh perspective on metrics that will change the way you measure support performance, including the "quality support start."

View this webinar to learn:

-- Motivation versus micromanagement
-- Why most performance metrics sabotage good performance
-- The "quality support start"
-- More tools for a performance-driven support team

[More...] Apr-27-2012

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