IMPROVING FRONT LINE CUSTOMER CARE SKILLS
 
Today’s customers have higher than ever expectations of the companies with whom they do business. They expect courteous treatment, answers to their questions and solutions to their problems.  In fact, a recent study found that many customers say they would pay more for the same items as long as they receive good customer service in a timely fashion.
 
A badly-handled customer contact may easily result in a lost customer.  And when you realize that gaining a new customer is five times more expensive than satisfying an existing one, you can appreciate how important it is for your front line Customer Care representatives, the face of your company, to provide good service.
 
To meet your customers’ expectations, good Customer Care skills are vital. 
 
Improving Front Line Customer Care Skills will help your front line staff understand and put into practice...
 
·  How to pinpoint and address customer expectations.
·  How to manage the contact through effective listening and questioning techniques.
·  How to gain agreement with customers and effectively conclude customer contacts.
·  How to successfully respond to both assertive and passive customers.
·  How to handle angry customers, unrealistic expectations and ramblers.
·  How to recognize stress symptoms and manage counter-productive stress levels.
 
This course is designed for customer service reps, call center staff, retail sales associates, receptionists, servers, and anyone else who interacts directly with customers.  Managers and supervisors of those who interact directly with customers also can benefit from this course.
 
The workshop will be held Friday, August 14, 2009, from 12:00 pm until 4:30 pm at the Terry College of Business, Executive Education Center, One Live Oak Center, 3475 Lenox Road, Atlanta, Georgia  30326.  The workshop will take place on the first floor, classroom 119.
 
 RECOGNIZING AND REWARDING FOR RETENTION AND RESULTS
 
A recent management study found that praise and recognition are essential building blocks for a great workplace.  The data pointed to the importance of employee recognition as a critical source of employee satisfaction and retention.  And yet, recognition is one of the items that consistently receives the lowest ratings in employee satisfaction surveys. 
 
An exceptional recognition program does three things: a) It drives the RIGHT behaviors, b) It boosts morale, c) It improves results.  There are dozens of ways to recognize employees, but what are the key ingredients for building recognition programs that work?
 
There are infinite ways to recognize employees, but what works best?  Sue will share several types of programs that are highly-effective.  You also will discover how to create and implement non-financial reward programs that include ideas or items that don’t cost you a cent! 
 
In this workshop, you will learn:
 

·    What motivates reps	·    The 8 “Basics” of recognition programs
·    The E-C-R motivational model	·    Linking recognition to goals and outcomes
·    The who, what and how of recognition	·    Tools for recognizing
·    Characteristics of effective recognition	·    How rewards and recognition differ
·    Who and what deserve recognition	·    The three secrets of retention

 
Participants will leave this workshop with many fresh ideas about how to design innovative programs that will boost morale, drive the right behaviors and improve results in their Customer Care functions.
 
The workshop will be held Friday, September 25, 2009, from 12:00 pm until 4:30 pm at the Terry College of Business, Executive Education Center, One Live Oak Center, 3475 Lenox Road, Atlanta, Georgia  30326.  The workshop will take place on the first floor, classroom 119.
 
The fee for these special workshops is $199 per person ($175 for Better Business Bureau member companies).  Register three people from your company and the fourth registration is free!
 
Space is limited, so don’t miss out on this unique workshop.  Call Ami Amin at 404-559-1555 or via e-mail at accreditedbusiness@atlanta.bbb.org and register today!
 
These half-day highly-interactive workshops are designed for anyone interested in developing a new or improving an existing employee recognition program.  It provides exercises and practice sessions to help ensure the design and implementation of a successful employee recognition program.