Inhalt: Los clientes actuales se esperan mucho. El experto en servicio al cliente Jeff Toister ayuda a los empleados que trabajan en puestos de cara al público a gestionar las expectativas de los clientes, para evitar decepcionarlos. En concreto, enseña a evitar situaciones donde se forman expectativas poco razonables, y cómo elegir el lenguaje apropiado para educarlos y explicar las áreas de confusión potenciales. Pese a tus esfuerzos, puede que los clientes se hagan expectativas inapropiadas, así que Jeff también te aconseja tácticas para contrarrestar este problema. Por último, te indica cómo implementar lo que aprenderemos en tu rutina diaria trabajando en contacto directo con el cliente. Umfang: 00:22:42.00
Inhalt: En este curso, Jeff Toister, autor y experto en el servicio de atención al cliente, te cuenta los secretos de gestionar grandes equipos de atención al cliente. Descubre cómo definir un servicio excelente mediante normas de servicio y objetivos del equipo; analiza los datos y los indicadores y evalúa la calidad del servicio; identifica los obstáculos que pueden causar errores en el servicio; optimiza los canales para que el servicio sea más rápido y económico; y crea una solicitud que tenga en cuenta el costo real de un servicio mediocre. Además, Jeff te explica cómo conseguir que tu equipo se obsesione con ofrecer un servicio de atención al cliente excepcional. Umfang: 01:31:56.00
Inhalt: Mais do que qualquer outro assunto, os colaboradores da linha de frente pedem conselhos sobre como atender clientes irritados. Este curso revelará técnicas comprovadas para neutralizar efetivamente as situações negativas. O especialista em atendimento ao cliente Jeff Toister também ensina ações específicas que os colaboradores podem usar antes e depois de atender clientes irritados, o que reduzirá a probabilidade de ocorrerem problemas no futuro. Umfang: 00:54:05.00
Inhalt: Jeff Toister, expert em atendimento ao cliente, ajuda especialistas dessa área a desenvolverem habilidades específicas para atenderem clientes por telefone. Aprenda a quebrar o gelo e a criar raporte com as pessoas atendidas, mesmo quando há pressão de tempo. Elimine as distrações e desenvolva habilidades de escuta, importantes no serviço telefônico. Por fim, saiba como expressar empatia, abrandar a irritação de clientes e a se manter concentrado o dia todo. Umfang: 00:50:42.00
Inhalt: Do your customers feel valued? When they do, they keep coming back. When they don''t, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve. Umfang: 01:23:45.00
Inhalt: Today's customers expect a lot. Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line. Specifically, how to avoid situations where unreasonable expectations might develop, and how to choose the right language to educate customers and explain potential areas of confusion. Despite your best efforts, customers may still develop inappropriate expectations, so Jeff also suggests tactics to counteract this problem. Finally, he provides tips for implementing the lessons learned in this course into your everyday customer service routine. Umfang: 00:22:39.00
Inhalt: There are many similarities between internal and external customer service-both require helpfulness, empathy, and resourcefulness. What distinguishes internal customer service is that it primarily involves serving coworkers at your company. Companies today recognize that outstanding internal customer service helps employees work more productively and ultimately do a better job serving their external customers. In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing-and exceeding-expectations for internal service, and solving problems quickly and effectively. Umfang: 00:43:04.00
Inhalt: In diesem Kurs weiht Sie der Autor und Kundenservice-Experte Jeff Toister in die Geheimnisse überragender Kundenservice-Organisationen ein. Sie lernen, überragenden Service über Standards und Teamziele zu definieren. Sie untersuchen Daten und Kennzahlen, um Ihre Servicequalität zu bewerten. Sie erkennen Hindernisse, die zu Servicefehlern führen können. Sie optimieren Ihre Servicekanäle, um schneller, günstiger und besser Kundenservice zu leisten. Und Sie entwickeln einen überzeugenden Business Case, der die wahren Kosten von schlechtem Service offenlegt. Zudem erklärt Jeff Toister, wie Sie es schaffen, dass Ihr Team Begeisterung für überragenden Kundenservice entwickelt. (Übersetzung des Kurses aus dem Englischen: Dorothea Heymann-Reder) Umfang: 01:33:05.00
Inhalt: Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day. Umfang: 00:52:10.00
Inhalt: ¿Tus clientes se sienten valorados? Si es así, volverán a acudir a tu servicio. En caso contrario, tu negocio se resentirá. En este curso, el escritor y consultor de servicio de atención al cliente Jeff Toister te enseña las tres habilidades fundamentales para brindar un servicio al cliente excelente y aumentar la fidelidad de los clientes. Aprende a generar relaciones positivas, a ofrecer la asistencia adecuada en el momento apropiado y a lidiar con los clientes enojados. Jeff también te explica cómo descubrir qué piensan los clientes de tu servicio y cómo aplicar sus opiniones para mejorar. Umfang: 01:22:48.00
Inhalt: Seus clientes se sentem valorizados? Quando sim, continuam voltando. Quando não, seu negócio é impactado negativamente. Neste curso, o escritor e consultor em atendimento ao cliente Jeff Toister explora os três conjuntos de competências essenciais para fornecer um excelente atendimento ao cliente e aumentar sua fidelidade. Saiba como construir relacionamentos vitoriosos, fornecer a assistência certa nos momentos certos e lidar efetivamente com clientes irritados. Ele também compartilha formas de descobrir o que os clientes pensam sobre seu atendimento e usar o feedback deles para melhorar. Umfang: 01:20:29.00
Inhalt: Neste curso, Jeff Toister, autor e especialista em atendimento ao cliente, mostra os segredos do gerenciamento de excelentes equipes de atendimento ao cliente. Saiba como definir "atendimento excelente" por meio de padrões de atendimento e metas de equipe; use dados e indicadores para avaliar a qualidade do seu atendimento; identifique obstáculos que podem causar falhas de atendimento; otimize seus canais para obter um atendimento com mais qualidade, rapidez e economia; e faça um estudo de viabilidade convincente que calcule o custo real do atendimento ruim. Além disso, Jeff apresenta maneiras de deixar sua equipe apaixonada por oferecer um excelente atendimento ao cliente. Umfang: 01:29:17.00
Inhalt: Os gerentes de atendimento ao cliente não estão na linha de frente, mas podem criar sistemas e processos que garantam que as promessas de serviço correspondam ao que é entregue. O especialista em atendimento ao cliente Jeff Toister ajuda os gerentes a identificar o que um cliente típico espera, de onde vêm suas expectativas e as áreas vulneráveis da organização. Ele explica como realizar uma auditoria de marketing e comunicação para descobrir se as mensagens da organização correspondem ao que é entregue. Saiba também como usar dados (como os provenientes de pesquisas e devoluções de produtos) para identificar áreas em que o serviço está insuficiente. Por fim, ele ajuda você a descobrir oportunidades para reforçar expectativas adequadas, incluindo tempo de resposta para vários canais de serviço (telefone, e-mail e mídias sociais). Umfang: 00:25:21.00
Inhalt: Os clientes atuais têm expectativas altas. Jeff Toister, especialista em atendimento ao cliente, ajuda o pessoal da linha de frente a identificar situações em que podem gerenciar as expectativas do cliente, evitando aborrecê-los. Ele aborda especificamente como evitar situações em que expectativas irreais podem se desenvolver e como escolher a linguagem certa para instruir os clientes e explicar possíveis áreas de conflitos. Apesar dos melhores esforços, os clientes ainda podem criar expectativas irreais. Por isso, Jeff sugere táticas que neutralizam esse problema. Por fim, ele dá dicas para aplicar as lições aprendidas no curso em sua rotina diária de atendimento ao cliente. Umfang: 00:22:25.00
Inhalt: Puede que los responsables del servicio de atención al cliente no trabajen en primera línea, pero sí pueden crear sistemas y procesos que garanticen que las promesas de la organización encajan con la realidad. El experto en atención al cliente Jeff Toister ayuda a los gerentes a identificar cuáles son las expectativas típicas de los clientes, en qué se basan y en qué puntos puede ser vulnerable tu empresa. En el curso, te explica cómo llevar a cabo una inspección de marketing y comunicación para descubrir si el mensaje de la empresa concuerda con lo que esta ofrece. Aprende a utilizar los datos (como las encuestas y las devoluciones de los productos) para identificar las áreas en las que se puede mejorar el servicio. Por último, descubre oportunidades para reforzar las expectativas de los clientes, por ejemplo incluyendo en los distintos canales de comunicación (teléfono, email y redes sociales) el tiempo medio de respuesta. Umfang: 00:26:00.00
Inhalt: An effective training program helps to accelerate an employee's professional development and prepares them to excel in their role. In this course, corporate training expert Jeff Toister explains how to design and deliver training programs that engage learners and help them quickly develop new skills. Jeff walks through the ADDIE model of instructional design as it applies to corporate learning, exploring each step-from conducting needs analysis all the way through delivering face-to-face training. He also provides tips for presenting with confidence and clarity, facilitating discussions, adapting your programs to webinar delivery, and more. Umfang: 01:29:45.00
Inhalt: Great customer service often comes down to an interaction between two people: the employee and the customer. By becoming the type of customer who employees will go out of their way to serve, you can consistently get better service. And as you learn to get great service, you can also develop valuable skills to help you serve your own customers at a higher level. In this course, Jeff Toister reveals the essential skills you need to get great customer service. Discover how to develop rapport, go the extra mile to increase the likelihood of having a memorable service experience, and be part of the solution. Umfang: 00:29:17.00
Inhalt: The first step in converting a promising job candidate into a successful employee lies in your organization's onboarding process. How can you improve an employee's first days and weeks on the job? How can you create long-term employee engagement and growth? How do you make sure onboarding is consistent from team to team? In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to do their jobs. Umfang: 00:42:49.00
Inhalt: Help customer service teams unlock hidden potential and take customer service to new levels. In this course, designed to benefit managers and frontline employees alike, instructor Jeff Toister shares research and offers insight into what elite customer service professionals know and do, and discusses the two basic needs of every customer. Find out how social pressure can affect quality of service, learn what highly motivated customer service employees have in common, and discover ways to encourage people to work together as a team. Umfang: 00:43:21.00
Inhalt: Unternehmen wünschen sich oft, dass Mitarbeiter außerhalb festgefahrener Bahnen denken, wenn es um guten Kundenservice geht. Manager und Mitarbeiter im direkten Kundenkontakt wollen wiederum neue Techniken kennenlernen, um die Servicewahrnehmung durch den Kunden zu verbessern. Dieser Kurs liefert neue und aktuelle Erkenntnisse, um Kundenservice auf neuem Niveau anzubieten. Jeff Toister zeigt, wie Sie die Kundenwahrnehmung beeinflussen, Ihr Gefühl für guten Service verbessern und Teamarbeit aufbauen, um die Erwartungen der Kunden zu übertreffen. (Übersetzung des Kurses aus dem Englischen: Claudia Koch) Umfang: 00:45:05.00
Inhalt: Adult learners have specific needs that have to be considered during the instructional design process. In this course, one in a series on instructional design, Jeff Toister explores the best practices and techniques that will help designers work with, and train, adult learners. Explore the theory behind adult learning, discover techniques to increase active (vs. passive) learning, see how to identify and surmount barriers to learning, and get additional resources for developing training for adults. Umfang: 00:45:34.00
Inhalt: Need to understand the training requirements of your learners? A needs analysis is the first step of any ADDIE-aligned instructional design process. Join Jeff Toister in this installment of Instructional Design Essentials and learn the three-step process to conducting a needs analysis that will accurately capture and define the goals of your project. Jeff brings his 20+ years of instructional design experience to bear, and helps you set clear goals with project sponsors, gather data from participants quickly, and analyze the data to identify gaps in your current system and goals for your future one. Umfang: 01:25:37.00
Inhalt: Kundenservice-Manager sind vielleicht nicht immer an vorderster Front, aber sie können Systeme und Prozesse entwickeln, um sicherzustellen, dass ihr Unternehmen seine Serviceversprechen auch einhält. Der Kundenservice-Experte Jeff Toister hilft Managern zu erkennen, was ein typischer Kunde erwartet, woher diese Erwartungen kommen und wo Ihr Unternehmen eventuell verwundbar ist. Jeff Toister erklärt, wie Sie mit einem Marketing- und Kommunikations-Audit herausfinden, ob die Aussagen Ihres Unternehmens dem entsprechen, was es leistet. Sie lernen, wie Sie Daten (beispielsweise aus Umfragen und Retouren) nutzen können, um Bereiche zu erkennen, in denen der Service ungenügend ist. Und er lässt Sie Möglichkeiten erkennen, um Kunden angemessene Erwartungen zu vermitteln, zum Beispiel bezüglich der Antwortzeiten auf verschiedenen Servicekanälen, wie Telefon, E-Mail und Social Media. (Übersetzung des Kurses aus dem Englischen: Dorothea Heymann-Reder) Umfang: 00:25:12.00
Inhalt: Die Kunden von heute erwarten eine Menge. Kundenservice-Experte Jeff Toister hilft Mitarbeitern im direkten Kundenkontakt zu erkennen, wie sie die Erwartungen von Kunden steuern können, damit diese später nicht verärgert werden. Genauer gesagt erfahren Sie, wie Sie Situationen vermeiden können, in denen überzogene Erwartungen entstehen, und wie Sie den richtigen Ton treffen, um Kunden aufzuklären und mögliche Quellen von Missverständnissen zu klären. Da manche Kunden trotz all Ihrer Bemühungen immer noch überzogene Erwartungen entwickeln könnten, empfiehlt Jeff Toister auch Taktiken, um diesem Problem zu begegnen. Abschließend gibt er Tipps, wie Sie die Lektionen aus diesem Kurs bei Ihrer täglichen Arbeit im Kundenservice umsetzen können. (Übersetzung des Kurses aus dem Englischen: Dorothea Heymann-Reder) Umfang: 00:22:12.00
Inhalt: What do great companies have in common? They have a customer-centric culture that makes employees obsessed with the customer experience. Discover how to get your team excited about customer service, with these practical tips from expert Jeff Toister. Jeff explains how to create a vision that gets everyone on the same page, engage employees, and be the customer service champion your company needs. The concepts apply whether you lead a small team, a department, or an entire organization. Umfang: 00:36:29.00
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