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Driving Customer Loyalty through Improved Service Performance
Thursday, February 18, 2010 11:00am PT / 2:00PM ET
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both? Join us for an interactive Webinar to hear Dave Brown, president of Support Center University and author of Optimizing Support Center Staffing, explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success. Attend this interactive Webinar to learn:
- Which industry best practice is a must-have for your performance program
- How support performance translates into customer loyalty
- Key tactics that will ensure both customer satisfaction and loyalty
- And more...
Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support
Wednesday, February 24, 2010 11:00 am PT / 2:00pm ET
Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it?
All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature's VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format will examine the best practices, tools and technology behind handling your worst-case scenarios.
Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. Join us for a wide ranging, high-content discussion that will give you and your team confidence in handling any customer situation.
The Perfect Agent: Tools and Technology for Coaching Your Support Team
How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away? Communications skills expert Rich Gallagher shares the secrets to getting the best out of today's distributed support team. Topics this Webinar covers include:
- The psychology of a typical agent
- Strength-based coaching techniques that create real performance change
- Managing performance problems from near and far
- Making your agents part of a team
- How technology can help improve your team's performance
How to Tell Anyone Anything: Coaching Your Service Team to Success
If you manage people, the single biggest factor in your morale, turnover, and customer satisfaction levels is your ability to give feedback that really changes performance, without getting people defensive. Based on recent principles from strength-based psychology, this webinar teachs you a new, step-by-step process for truly effective coaching and feedback, based on the speaker's new nationally-published book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.
Using powerful insight into how we all react naturally to criticism, this session shows you how to avoid the mistake of focusing on what's wrong, and transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.
SupportIndustry.com Webinar: First Contact Resolution - The Metric That Matters!
For customers, the only thing better than having their problem resolved on the initial contact is not having the problem in the first place! First Contact Resolution (FCR) drives a number of best practice initiatives and is a holistic measure impacting customer satisfaction, cost per call and mean time to resolve. When done right, FCR is the key to increasing customer loyalty while lowering costs, an essential factor in today's economy.
In this on demand webinar, narrated with industry insight and analysis, Peter McGarahan, President of McGarahan and Associates, and Jeff Moloughney, Senior Product Marketing Manager, GoldMine Division, share proven techniques and specific examples of how you can improve First Contact Resolution in your organization. Attendees will be able to benchmark their own organization against best practice levels and see how others in the industry are performing.
6 Steps to Designing a Great Customer Support Experience
Customer experience is the most powerful tool available today for distinguishing your company from competitors -- each contact with the customer offers an opportunity for strengthening your relationships by delivering value. That makes the support center an extremely strategic contact point.
Listen to this interactive Webinar and learn:
-- The 6-step process to designing and delivering a great support experience
-- The movement from products to services to experiences (and how this impacts profitability)
-- How management should respond to the evolution of the support center
2009 Service and Support Metrics Survey: The Results
In this webinar, narrated with industry insight and analysis, Pete McGarahan of McGarahan and Associates, and Gary McNeil, VP of Marketing for Parature deliver the results of the survey with practical advice and a recommended course of action for all support centers. Attendees will be able to benchmark their own organization's performance against what others are doing today.
Wow Your Customer in the First 30 Seconds of a Support Call
What happens during the first 30 seconds of a support call sets the stage for the entire interaction and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, to learn how to optimize those precious few seconds by implementing effective communication techniques. Gallagher will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
7 Ways to Cut Costs and Improve Customer Service in a Down Economy
In any economic situation, it's important that organizations continuously strive to improve the ways in which they deliver effective, efficient and high quality service and support to their customers.
Based upon current best practices and customer success stories, industry experts Pete McGarahan of McGarahan and Associates and Gary McNeil of Parature will present a prioritized checklist on how service and support organizations are delivering high quality - yet cost effective - services in our challenging economy.
