Webinar: Moving Beyond Metrics: Balancing Quality with Quantity
To truly focus on the customer experience and deliver high quality, consistent service, there needs to be a balance between metrics and quality. It takes a combination of metrics, monitoring, coaching, training, and effectively communicating to consistently deliver a high quality customer experience that you can measure and promote. Additionally, it is important to know that delivering “excellent customer experience” does not require perfection. In fact, a focus on perfection often leads to customer dissatisfaction and negative employee morale.
Listen to this webinar to take the imperfect path to excellence and learn:
Take Aways include:
Dealing With Scrooge and Other Villains: A Holiday Course in Difficult People
It is that time of year for warmth, good cheer, and fellowship. But do you have customers, co-workers, or bosses who never got the memo? Communications skills expert, bestselling author and practicing psychotherapist Rich Gallagher will help you warm up your interpersonal skills, and teach you how to deal with some of the "characters" in your working life:
Using evidence-based principles of strength-based communication, plus Rich's vast experience with managing difficult workplace situations, this on-demand webinar will help brighten your holidays with brand new tools for working effectively with anyone!
Just Listen: Tips From a Former FBI Negotiation Trainer on How to Get Through To Anyone
Hear Dr. Mark Goulston, a clinical psychiatrist who honed his skills as an FBI/police hostage negotiation trainer and author of the best-selling book Just Listen, as he explores how to increase your ability to get through to anyone – even your most challenging customers!
Mark presents tips that come from his "9 basic rules" and "12 quick techniques" that you can use to effectively persuade and communicate with others.
In this interactive webinar, you will learn:
[WATCH & LEARN] - From Customer Crisis to Excellent Service: Lessons for the Whole Organization
In this on-demand webinar based on his new best-selling book The Customer Service Survival Kit, learn how to utilize the skills of handling difficult customer situations to create a culture of excellence throughout your entire organization.
[WATCH & LEARN] - Your Worst Service and Support Situations -Solved!
Hear support industry expert Rich Gallagher, author of The Customer Service Survival Kit, as he demonstrates how to survive and solve those support situations.
In addition, you will hear Rich answer attendee’s questions on their own worst-case scenarios.
Watch this webinar and learn how to:
- Manage expectations when they demand what they can’t have