Live Webinar: 7 Psychological Secrets of Great Customer Service [MARCH 18]
EVENT DATE: FRIDAY, MARCH 18TH AT 1PM EASTERN
Most customer service is subpar because companies don’t understand the psychology of their customers. And that’s why this 60-minute teleconference & webinar will teach you a new generation of techniques from psychology, decision sciences and behavioral economics. These new sciences are radically improving how we understand and treat our customers.
If your customers absolutely love your customer service, your revenue will skyrocket and your story will spread virally. But if your service is just mediocre, then beware those dissatisfied customers who can kill your reputation (and your revenue) on Facebook, Twitter, blogs, and more.
Join us for this special 60-minute webinar called “7 Psychological Secrets of Great Customer Service” and learn:
- The 4 most common customer personalities and the psychological tactics that work best for each type
- How one unexpected gesture can give your customers a “wow” experience
- Why paraphrasing the words of angry customers can make them furious(and what you should say instead)
- How to plant a positive emotional image in customers minds to increase their patience and trust
- The 1 question that you should always ask whenever a customer calls you to report a problem
- How a specific type of compliment called “positive labeling” can radically improve customers’ behavior(e.g. turning cranky customers into perfect ladies and gentlemen)
- Why “process transparency” greatly relaxes customers and reduces their anxiety
- How something as simple as installing a mirror can improve everyone’s behavior (customers, employees, managers and more)
- How to “individualize and personalize” your customers so they feel an intense emotional connection to your staff (and vice versa)
- Why beginning conversations with “how are you doing today?” irritates most customers (and what you should say instead)
- 4 questions you should insert into every customer service satisfaction survey
- 3 questions that every customer wants you to answer during customer service interactions
- How to apologize to a customer and win back their loyalty
- How to use “emotional intelligence” instead of fake-sounding scripts
Mark Murphy, Founder and CEO of Leadership IQ.
Through his groundbreaking research, Mark Murphy has created some of the biggest ideas in leadership. He’s a New York Times bestselling author, weekly contributor to Forbes, and ranked as a Top 30 Leadership Guru. With a reputation for brilliant, yet immediately actionable, insights about leadership, he’s lectured at the United Nations, Harvard Business School, the Clinton Foundation, Microsoft, MasterCard, SHRM, and hundreds more organizations.
His leadership techniques and research have been featured in the Wall Street Journal, Harvard Business Review, Inc., CNBC, CBS MarketWatch, Fortune, Forbes, Business Week, U.S. News & World Report, The Washington Post, the Los Angeles Times and more. He has also appeared on ABC’s 20/20, CBS News, Fox Business News, CNN and NPR.
Mark has lectured at...
Rob Gilbert, Ph.D. / Professor of Applied Sport Psychology / Montclair State University (NJ)
"The program - "Taking the Pain out of Performance Reviews," was great. This is an area which is beneficial to all in management. I especially liked the "real life" content and the tools that can be applied instantly."
Hope M. Pergantis / Manager of Pharmacy Training - California / Kaiser Permanente
Thank you very much . . . an excellent session with extremely valuable, useable information and suggestions.
Michael R. Stewart / Human Resources Department / Andrews McMeel Universal
I was fortunate enough to participate a four part Leadership IQ e-Learning series presented by Mark Murphy that helped enhance my leadership skills. Each class was informative, pertinent, and helpful to my position at the Firm. I found this course, “The Science of Managing Remote Employees”, equally beneficial. The material is presented in a format that is logical and easy to understand, and more importantly relevant to today’s work environment. The information is backed up with reputable research and examples you can relate to in real life. I look forward to more Leadership IQ e-Learning classes in the future.
Rudisill, James H. / Director of Pittsburgh Marketing Operations / Reed Smith LLC
“Our leaders love Mark Murphy's fresh approach for developing a multi-generational workforce.. They find the LMS site easy to use for team discussions and practice and for challenging each other to become stronger leaders. We strongly recommend Leadership IQ for anyone wishing to grow personally and professionally in their leadership skills.” –Sandy Lee, Executive Vice President / Plus Relocation
“Leaders at our company have enjoyed listening to the webinars provided by Leadership IQ. We have found them to be engaging, applicable, and relevant to today’s challenging working environment.”
Stephanie Messer, Manager- Human Resources / Plus Relocation
Dealing with Bullies and Intimidators was a great session. I was anxious to attend as I work with and for some toxic people. This program has now provided me with the tools to avoid being their target, identify warning signs, and becoming assertive and in some instances protective of myself. I normally would submit for reimbursement for classes but I am treating this as a therapy session and it was well worth the price. I will review all the information until it becomes a natural response for me. It will also be a great reference point for further conversations with both my staff (who are awesome) as well as my colleagues and my superiors with whom some of the struggles come. Thanks for all the insight!
Mary Yelton / Card Fraud Manager / Computer Services, Inc.
Science of Managing Remote Employees was Great! We really enjoyed the session. Very relevant for us with 5 offices and 2 additional remote employees. Well done!
Nancy S. LaBier / Director of Human Resources / Meketa Investment Group, Inc.
HOW WEBINARS WORK
The live webinar event is on FRIDAY, MARCH 18TH AT 1PM EASTERN.
And then, if you want to take advantage of the special offer to add the recording to your purchase, about 24 hours after the live event you will receive a link to watch the recording. And you can watch the recording as many times as you want for 30 days.
What do I get?
24 hours before the event, we’ll send you the program slides to download. Then, during the live event, you will see the slides presented and you will also see LIVE VIDEO of Mark Murphy speaking. And you will ALSO receive the Talking Points Memo, which is a 2-page synopsis of the event (and a very handy reference guide). And AFTER the event, if you purchased the recording, you will receive the link to watch the recording.
What’s the best way to register for a webinar?
Registering online is easy and secure. If you prefer to register by phone, please call us at 800-814-7859 or email Jeffrey Sherman at firstname.lastname@example.org.
Can I test my system for webinars?
Absolutely. We use GoToWebinar for the live event, and they have a handy page that helps you test your system. Visit it here: https://support.citrixonline.com/en_US/webinar/help_files/G2W060001
I have several people in different office locations that I’d like to participate in the webinar. Can I share my access code?
Your webinar registration is restricted to a single phone line and one computer. You are encouraged to invite as many people as you can accommodate to fit in a conference room setting. If you have multiple locations you’d like to register, please call 800-814-7859 for discounted multi-site access. Or you can email Jeffrey Sherman at email@example.com