Inhalt: O atendimento ao cliente custa às organizações uma fortuna a cada ano. Como resultado, é fundamental que os colaboradores tenham as competências necessárias para lidar com diferentes problemas de atendimento ao cliente. Neste curso, conheça os processos essenciais para resolver uma ampla variedade de problemas e conflitos dos clientes com uma atitude sensata. Descubra como lidar com os problemas de modo eficaz e manter um relacionamento positivo com seus clientes, bem como o equilíbrio mental. Além disso, saiba como identificar e resolver problemas sistêmicos em sua empresa. Umfang: 00:30:24
Inhalt: Customer acquisition is one of the most expensive investments a company can make. When you win a customer, you want to keep them for life. Increasing customer loyalty-those positive feelings that customers have about your brand-is the best way to increase sales, retention, and the overall value of your company. In this course, bestselling author Noah Fleming reveals the four stages of the customer loyalty loop: an ongoing cycle of engaging, converting, serving, and rewarding the customers that engage with your business. He shows how to apply these lessons by developing a customer loyalty action plan and customer loyalty program tailored for the needs of your business. Using these techniques, you can identify and retain your most valuable customers and keep them loyal for life. Umfang: 00:28:45.00
Inhalt: What''s the difference between customer retention and customer loyalty? Loyalty is a symptom, and retention is the cause. In this course, customer strategy expert Noah Fleming shows how to develop a customer retention strategy that helps you keep your customers loyal. He shares the key ingredients for customer retention, including how to make customer follow-up meaningful, memorable, and personal. Plus, he explains how to properly use automation and technology for customer retention, and walks through a straightforward, practical customer retention process that you can implement in your own business. Umfang: 00:56:37.00
Inhalt: Improve your customer service where it matters most: face to face. This course teaches customer service reps how to provide fantastic service in the field, and create positive, profitable, and long-term relationships with customers. Customer service expert Noah Fleming shows how service is directly tied to customer loyalty, and how loyalty impacts the bottom line. He introduces tried-and-true techniques for creating powerful first impressions, knowing the customer, being prepared, and setting crystal-clear expectations. He also provides tips for dealing with angry or disgruntled problems. Plus, find ways to be proactive and sell more by servicing more in the field. Umfang: 00:31:57.00
Inhalt: Customer service costs organizations billions of dollars each year, and employee turnover represents a sizable chunk of those dollars. In this course, learn how to prevent turnover in customer service by hiring the right people and taking steps to keep those employees motivated and happy at work. Noah Fleming teaches you how to determine if you have a turnover problem at your organization, and highlights the main reasons why people quit. Learn how to hire the right people, cultivate a positive work environment that encourages employees to stay at your company, and continue to grow those relationships by celebrating accomplishments and rewarding desired behaviors. Umfang: 00:34:54.00
Inhalt: Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company. Umfang: 00:32:25.00
Inhalt: L'acquisition de nouveaux clients fait partie des investissements les plus onéreux pour les entreprises. Quand vous attirez de nouveaux clients, vous devez les fidéliser pour la vie. La fidélisation des clients (les sentiments positifs que vos clients associent à votre marque) s'impose comme la méthode la plus efficace pour augmenter vos ventes et améliorer la rétention et la valeur globale de votre entreprise. Dans cette formation, l'auteur Noah Fleming vous présente les quatre étapes de la boucle de la fidélité client : un cycle continu d'engagement, de conversion, de service et de récompenses proposées aux clients qui font confiance à votre entreprise. Il vous montre comment mettre ces leçons en pratique en développant un plan d'action de fidélisation et un programme de fidélité client aligné sur les besoins de votre entreprise. Avec ces techniques, vous pourrez identifier et retenir vos meilleurs clients, et les fidéliser à long terme. Umfang: 00:27:32.00
Inhalt: Retail sales may seem like a straightforward gig, but the job is more challenging than it seems. In this course, Noah Fleming discusses the foundational skills required to be successful in the ever-changing, exciting world of retail. Noah covers such topics as dressing for success, coming ready to learn, and developing rapport with your boss and coworkers. Plus, he dives into the details of dealing with difficult customers on the job. Upon wrapping up this course, you'll be equipped with techniques and tips that can help you excel in your first retail sales position. Umfang: 00:14:38.00
Inhalt: Listening is one of the most singularly powerful tools anyone involved with customer service has in their arsenal. Yet, it's often the biggest area where customer service professionals lack specific training and understanding. In this short course, join customer strategy expert Noah Fleming as he helps you bolster your critical listening skills, providing you with a framework designed to help you succeed. Noah covers crucial, surface-level skills like body language and rapport. He also explains how to listen to and empathize with customers, while continuously adding value by asking the right questions to create further listening moments. Umfang: 00:16:49.00
Inhalt: Retail success starts and ends with your sales team. A consistent and positive sales approach keeps the business steady and customers happy. This course is all about building the foundations for success. Instructor Noah Fleming looks at how to deliver and maintain a powerful customer experience, mitigate the factors that impact retail sales, and adopt selling strategies used by the best companies in the world. Find out to increase the average order size with bundling and options, and dive deep into customer loyalty: understanding the true value of a customer. Noah also helps you understand when and when not to discount-and how to avoid the number one retail sales mistake. Umfang: 00:29:34.00
Inhalt: When done right, retail sales management can be uniquely rewarding. As a store owner or leader of a retail team, you have the opportunity to positively impact the lives of both your customers and your employees. In this practical course, Noah Fleming shares strategies and tips that can help you develop a top-notch team and create a consistent experience for your customers. Noah covers the most important components of management success in retail, including internal benchmarking, role-playing, and ensuring you have the right people in the right places. He also explores how to motivate your team for success, track key performance indicators (KPIs), market your business effectively, and more. Umfang: 00:28:30.00
Inhalt: There has been a shift in modern management thinking. Managers are no longer relying on gut feelings and unquantifiable milestones, but on measurable activity and progress. Data-driven management helps sales managers understand what their teams are doing and where they stand, and helps salespeople understand how they can succeed within the organization. It can improve prospecting, boost customer retention, and help managers track performance. Best of all, a data-driven approach works well for companies of all sizes and industries. In this course, Noah Fleming defines data-driven sales management, and shows how to use it to start a conversation with your team and drive results. He also reviews the perils and pitfalls of data collection, and the importance of starting now. Umfang: 00:30:57.00
Inhalt: Sales competitions need a refresh. Cutthroat contests and token prizes don''t motivate salespeople anymore. Gamification-the application of collaborative competition-is a sales practice used by many corporate giants to inspire, engage, and bond their sales departments. Some of the country''s best and brightest companies have leveraged gamification and produced legitimate business results. How can you use this approach with your team? Sales consultant Noah Fleming shows how to use gamification strategies to motivate salespeople and boost productivity in any area of sales. He reviews the most popular types of games, including activity-based and prospect-based games, and shows how to create and deploy games of your own. He also shows how to choose the right rewards for winners-and keep people from gaming the system. Umfang: 00:28:24.00
Inhalt: It can be frustrating to lose a customer, especially when you've spent a significant amount of time, money, and energy acquiring them. But lost customers are not lost causes. In fact, it's often easier to win back a lost customer than seek out a new one. Join bestselling author and customer relationship consultant Noah Fleming, as he explains why customers leave-and how to get them back. Learn how to create an alarm system to lose fewer customers in the first place, and use Noah's three-step system to earn back their business. Umfang: 00:28:03.00
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