COURSE DESCRIPTION: You might have an excellent product and great people to sell it – but you’re in trouble if your customer service stinks. Your customer service people are the face and voice of your organization. They can save the day and win a customer for life or cause hard-earned business to disappear forever. 

So what’s the key to building a customer service team that knows how to truly contribute to the bottom line? How do top companies develop a service force that effectively supports sales, marketing and the rest of your organization?

The secret ingredient: Strong, disciplined customer service leaders who know how to set performance expectations, push for continuous improvement, and keep people motivated.

Join customer service expert Steve Coscia for this 60-minute webinar on what customer service managers must know and do to become effective business drivers. Steve will reveal research findings on the factors that separate winning customer service teams from those who aren’t getting it done.

The program covers how to:

• Develop a company “phone culture” that keeps your people focused
• Keep customer service reps cool and calm during high-pressure situations
• Spot and control “tele-stress” that can turn strong service reps into a liability 
• Use verbal eloquence techniques that turn your voice into a service tool
• Help service reps understand the difference between reacting to events and responding to them
• Disarm a difficult customer by using neutral phrases that depersonalize events 
• Use silence as a tool to help customers express what they really need

Steve Coscia, President of Coscia Communications Inc., works with organizations who seek more customer retention, improved profitability and world-class service status.  Steve has achieved much cross-selling success and he has served on industry cross-selling and up-selling panels alongside industry giants such as the Home Shopping Network and Land’s End. 

Steve is a best selling author, columnist, 20-year customer service practitioner and telephone skills specialist. He is the author of two best-selling call center books: TELE-Stress and Customer service Over the Phone. Steve speaks at call center conferences worldwide and he has appeared on CNBC, Fox-TV and Comcast CN-8 as one of the call center industry's leading experts. His audiences sense his expertise along with his empathy for a very challenging profession.

Registration - Teleconference plus CD: $308.00