Professional Development

Description

Grow revenues and improve your CX

Pricing

$439/learner for all 6 courses
$88/learner per individual course

Timing

Variable, each course is ~3 hours

Registration Type

90-day per learner

Courses

Active Listening

Listening is a skill that we can all benefit from improving. By becoming a better listener, you can improve your productivity, as well as your ability to understand, influence, persuade and negotiate. You’ll also be more likely to avoid conflict often caused by confusion and misunderstandings.

Empathy

The collection of your customer relationships is the most valuable asset your company has. Some think the biggest value is in the physical network that connects your customers, but the truth is the personal connection matters much more. It’s what ties customers to you in good times and bad. Your team’s ability to strengthen that relationship with solid empathy skills is key.

Consumer Expectations

Customer experience is about exceeding expectations. The expectations consumers have today were influenced by culture, historical events, and past experiences. They are also being driven by the needs they have in improving the lives of themselves and those around them as well as those needs they are becoming familiar with as they head toward the future. Businesses need to focus on areas most important to consumer satisfaction to exceed their expectations, to garner more loyalty from them, and to develop stronger relationships.

Selling Without Sounding Like It

When someone says they hate sales or selling, usually what they really mean is they don’t want to be salesy or come across as a pushy salesperson. To sidestep these uncomfortable perceptions and situations, rather than avoid selling, you’ve got to ditch the sales mindset completely. You must have a completely different intention: to have a genuine conversation that helps you understand the person’s problems and recommend a solution that benefits them by improving their lifestyle. When you do, you won’t be salesy. You’ll be and advisor and advocate…and you might even have fun.

Dealing with Difficult Customers

One of the more challenging situations you may find yourself in is being confronted by someone who is angry and upset about something they believe has gone wrong. Sometimes it may feel like they are attacking you personally and it’s very difficult to remain calm and caring without coming across cold and insensitive. Here are some tips to guide you through if you find yourself dealing with a difficult customer.

Customer Retention

Customer retention refers to the ability of a company to — you guessed it — retain customers. It is impacted by how many new customers are acquired, and how many existing customers churn or disconnect — by canceling their subscription, not returning to buy, or closing a contract. Focusing on the process of developing, strengthening, and maintaining relationships with your current customers to delight them long after they purchase your product or service is essential in today’s competitive marketplace. In doing so, you encourage these customers to remain loyal to your business and resist the urge to seek similar service elsewhere.