Past Event: 7 Psychological Secrets of Great Customer Service


This event is now past. You can purchase this content with our e-learning library. You can contact Nicole Jordan, VP of Business Development, via email at nicole@leadershipiq.com

Customer service is the new battleground for organizational success. 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.

Most customer service stinks 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.

This 60-minute teleconference and webinar called “7 Psychological Secrets of Great Customer Service” will show you:

  • How one unexpected gesture can give your customers a “wow” experience
  • Why paraphrasing the words of angry customers can make them absolutely 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 people’s 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 questions like “how are you doing today?” can seriously anger about 40% of your customers (and what you should say instead)
  • 3 questions that every customer wants you to answer during customer service interactions
  • How to use “emotional intelligence” instead of fake-sounding scripts
  • How to apologize to a customer and win back their loyalty
  • 4 questions you should insert into every customer service satisfaction survey


    • PRICING:
    This 60-minute interactive session is $249 $199 only for the first 100 registrants. You can invite as many colleagues as you’d like to listen in at one site or location, using a single phone line and one computer. You will also get slides to download before the session.

    DATE & TIME:
    This 60 Minute LIVE Teleconference is being held on Friday, May 14th at 12:00 PM Eastern Time. 24 hours before the event, you will receive an email with detailed instructions for calling in and downloading handouts.

    THE FACULTY:
    Mark Murphy, Chairman & CEO of Leadership IQ
    Mark Murphy is one of the country’s leading business experts. Mark has lectured at Harvard Business School, Yale University, and more. His clients include Microsoft, IBM, GE, MasterCard, Merck, AstraZeneca, MD Anderson Cancer Center, Johns Hopkins, and hundreds more.

    Mark leads one of the largest leadership studies ever, and his groundbreaking leadership training and employee survey work has appeared in Fortune, Forbes, Business Week, Investor’s Business Daily, The Washington Post, The Los Angeles Times, and many more. He has also appeared on ABC’s 20/20, CBS News, Fox Business News and NPR.

    Mark has authored 3 bestselling books, including Hundred Percenters: Challenge Your Employees to Give It Their All and They'll Give You Even More, Generation Y and the New Rules of Management, and The Deadly Sins of Employee Retention.

    Mark Murphy is a 3-time nominee for Modern Healthcare’s “Most Powerful People in Healthcare” Award. And Mark won the Healthcare Financial Management Association’s Helen Yerger Award for Best Research.

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