Smile Face/Customer Service Items

"Listen to a Free Sample from Bob Lucas' 56-minute Customer Service Teleseminar"

Customer Service for Front Line Employees Tele-seminar Download

Item#: GPSCSK607-001
Retail:	Our Price: $17.95
Purchase includes Audio file and Handout
This is a download of the full version teleseminar. After purchase, you will receive an email with a link to the download. Please do not discard the email until after you have downloaded the file.

It takes less than a minute for a service provider to send a message that will either win the heart and mind of a customer or potentially lose them forever (along with just about everyone to whom they relate their experience). To prevent this from occurring service providers need solid knowledge and skills in effectively communicating and building strong interpersonal relationships with customers.

In this 56-minute recording of a moderated teleseminar interview that was conducted recently, internationally known author, consultant and entrepreneur, Bob Lucas, discusses three key customer service communication strategies. He has developed these techniques over a career spanning more than three decades while working with internal and external customers in a variety of organizational settings. Bob provides real-world tips for effectively building rapport and relationships with customers in any environment.

In the seminar, you will hear Bob discuss the following three powerful secrets of customer service that can lead you to more successful customer interactions:

1. Techniques for avoiding negative language that can interfere with effective customer communication;
2. Ways to avoid some key mistakes that service providers make on the telephone; and
3. Strategies for eliminating faulty assumptions that many service providers often make about their customers.

In less than one hour, you are guaranteed to learn strategies that will enhance your customer service prowess and help create an environment where your customers keep coming back!

The fifth edition of this best-selling customer service text has revised content and added features to help identify common customer service issues and provide proven strategies to address them. The focus of the ten-chapter book is to raise awareness, prompt thinking, give many step-by-step suggestions for service improvement, and provide readers with a valuable reference for information on how your organization can deliver service excellence. The information contained in the book will benefit you whether you are new to dealing with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees) and external (e.g. consumers, vendors, other end users of products, suppliers, businesses, dealers, and distributors) customer encounters.

For educators who adopt the book as a textbook, there is a dedicated website with instructor notes, PowerPoint® slides for each chapter, video vignettes to support classroom discussion, and a test bank of questions.

Contents

The Profession

Chapter 1 - The Customer Service Profession

Chapter 2 - Contributing to a Service Culture

Skills for Success

Chapter 3 - Verbal Communication Skills

Chapter 4 - Non-Verbal Communication Skills

Chapter 5 - Listening to the Customer

Building and Maintaining Relationships

Chapter 6- Customer Service and Behavior

Chapter 7 - Service Breakdowns and Service Recovery

Chapter 8- Customer Service in a Diverse World

Chapter 9 - Customer Service Via Technology

Chapter 10 Encouraging Customer Loyalty

How to Be a Great Call Center Representative by Robert W. Lucas

175 pages - Item#: 1002-007	ISBN: 0-7612-1346-5
Retail: $159.00	Our Price: $105.95 ea.
More Info	Gift Certificate Info

Finally! There is now an effective resource for organizations, trainers and individuals involved in call center service. The program can be used by individuals to learn how to be an effective service representative, or by organizations needing a training sourcebook, or to supplement organizational learning materials and programs.

In this course, users will learn what technology-based customer service is all about --- a brief history, terminology, CSR competencies required, and interpersonal skills necessary to be successful in dealing with a variety of customer service situations. The Successful Call Center Representative gives the tools needed to feel confident in handling customers, and the foundation for future growth and advancement.

Because of the diverse ways in which technology is being used to serve customer in various industry call centers, the material covered in this course is fairly generic so that it can be adapted to most call center and customer care environments. Additionally, there are numerous local, state, and federal guidelines to which call center employees must adhere. By following information provided by supervisors or team leaders and using what is learned in How to be a Great Call Center Representative to supplement and enhance knowledge and skills, users can begin immediately providing quality customer service.

Included in the price is an examination that can be taken and forwarded to The American Management Association for grading and issuance of a certificate. Also, users have a specially created AMA web-site for support and questions arising as they take the course. No other product on the market gives all this!!

Winning Customer Loyalty (Vol 1)

Item#: 204-011
Retail:	Our Price: $89.95 ea.

Volume One: Winning Customer Loyalty...Eliminate Customer Turnoffs looks at what really alienates your customers. What makes them want to stay away and not buy your product. Each time we experience poor service we are tempted to join the chorus of complainers. But a more fruitful use of such experiences is to learn from what others do poorly so that we can provide the best in service to our customers.

Winning Customer Loyalty (Vol II)

Item#: 204-012
Retail:	Our Price: $89.95 ea.

Volume Two: Winning Customer Loyalty...Exceed Customer Expectations shows you how to really exceed the expectations of your customers and gain their loyalty. It takes the ambiguity out of what it means to "give your customer more" when they really don't expect it. It shows you how to set yourself apart from your competitors.

Smile Face Balls 2 1/2 inch

Item#: 504-020
Retail:	Our Price: $0.89 ea.

2 inch squeezable balls with happy faces on them. Great for tossing or stress reduction. Yellow only.

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