Inhalt: Customer experience is emerging as the key driver of growth and a key differentiator for brands that do it well. But it can't be an afterthought. Great customer experience should be woven into the very fiber of your business. In this course, David Brownlee, author of Rockstar Service, Rockstar Profits, helps you build world-class customer experience into your company culture. Identify your mission and goals, craft and align your customer experience vision, implement best practices, and create a winning customer experience framework. Plus, find out how to continually evaluate and refine your strategy so you can always deliver the optimum experience. With these tips, you can create happier customers, more committed employees, and a brand that grows loyalty, profits, and revenue. Umfang: 00:39:15.00
Inhalt: So you want to develop a successful training program. Where do you start? Right here! This fun and fast-paced course is for people with little or no experience building internal training-but who need to start now. Instructor David Brownlee has developed a quick start guide to developing a professional training program. It's a blueprint you can use to create amazing training in any subject, at any time, and deliver it with confidence. Learn how to set your goals before you begin, select the right medium, and use the art of storytelling to maximize learning engagement and retention. Long-time instructor and training developer David Brownlee also explains how to use video, design, and graphics effectively, and evaluate the effectiveness of your program over time. Umfang: 00:38:12.00
Inhalt: Financial fallouts send shock waves through your customer base. The individuals seeking out your business will likely feel uncertain, fearful, and more concerned about how they spend their money. As a customer service representative, there are steps you can take to provide these customers with an empathetic and all-around outstanding experience that builds trust and keeps them coming back. In this course, instructor David Brownlee shows you how. Learn how to reassure your customers during an economic downturn, communicate effectively, and make your customers feel heard. Along the way, David shares examples of real-world companies who have served their customers at the highest level during turbulent times. Umfang: 00:36:16
Inhalt: You just landed your very first job in retail. Even if your aim is just to make some extra cash, learning what it takes to succeed in your new gig can not only benefit you in the short term-it can also equip you with work habits that will benefit you for the rest of your career. In this course, customer service expert David Brownlee-the author of Rock Star Customer Service-shares techniques that can help you consistently deliver top-notch customer service in your new retail job. David explains how to set the right tone by delivering a world-class greeting, as well as how to ensure that customers who are stuck waiting-or are already upset-end up having a positive experience. Plus, lean how to boost your morale and productivity through the power of positive communication. Umfang: 00:23:59.00
Inhalt: What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee-the author of Rock Star Customer Service-as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you'll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism. Umfang: 00:39:50.00
Inhalt: Retail customer service happens in a specific setting: supporting the sale or fulfillment of a physical product. Unlike a call center, in a retail scenario you get to meet customers face to face. It can be overwhelming, but it's a great opportunity to deliver fantastic customer service-the kind that gets you noticed by managers, and keeps customers coming back. It starts with a positive attitude, which leads to a good first impression. However, you can't guarantee customers will always be happy. In this course, learn techniques to deal with upset customers, and show empathy with active listening. Instructor and customer service expert David Brownlee-the author of Rock Star Customer Service-also provides etiquette tips to ensure quality service at every point of interaction: from the moment customers walk in the door to keeping them happy while they're on hold. Umfang: 00:48:02.00
Inhalt: Do you want to bring out the best in your young employees? It can be challenging to get great performance from people who are brand new to the workforce. However, with the right leadership, young employees have the opportunity to shine-and to deliver great results for your business. This course provides the management tips and techniques you need to guide young employees to success. Instructor David Brownlee, author of Rock Star Service, Rock Star Profits, reveals the secrets to communicating effectively, building rapport, conducting training, and creating the goals, policies, and procedures that will help point your team in the right direction. You can also discover how to overcome challenges, including behavior issues, and get coaching tips to improve individual performance. Umfang: 00:36:20.00
Inhalt: Customer service today brings new challenges, new protocols, and new attitudes. As a service provider, you must be prepared with solid solutions if you want to continue doing business in the post-COVID economy. This course provides advice for returning to work and interacting with the public, dealing with distribution problems, and handling aggressive customers. David Brownlee, bestselling author of Rockstar Service, Rockstar Profits, helps you tackle these issues and provide extraordinary customer service. Discover how to implement new safety protocols, deal with upset customers, and deliver world-class service despite the challenges around you. Umfang: 00:32:36
Inhalt: Team training is hard. Training on a mass scale is even harder. With so many different moving parts-from creating content, to getting executive buy-in, to motivating your team to engage with the training-launching a training program can feel overwhelming. This course can help. Join instructor David Brownlee as he walks you through each step in the process, sharing the essential information you need to build a successful training program. David covers how to create effective goals for your program. He discusses the importance of managing expectations and goes over how to design and execute a successful learning program. Next, David explains how to track the results of your learning program and communicate program results; implement improvements to your learning program based on feedback; use analytics and identify which metrics will be right for you to track; and more. Along the way, David recommends various courses you can take to learn more about the topics covered in this course. Umfang: 00:40:30
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