Do you understand the psychology of your customers?
Are your employees still asking customers “how are you today?” even to angry or upset customers? Do your employees still use words that immediately irritate customers, like "can't," "won't," and "that's our policy"? Does your organization approach every customer the same way, whether they’re rushed or dawdling, friendly or emotionally cold?
Most customer experiences are so poor because companies often don’t understand customer psychology. 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 our customers to build deep and lasting relationships with them.
This 60-minute teleconference and webinar called “Psychological Tactics That “Wow” Customers” will show you:
- The 1 question that you should always ask whenever a customer calls you to report a problem
- Why negative words like "can't," "won't," and "that's our policy" immediately anger customers, and how you can rephrase your message to radically improve customer engagement
- 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
- 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
DATE & TIME:
This 60-Minute LIVE Webinar & Teleconference is being held on Tuesday, December 20th, at 1:00 PM Eastern time. 24 hours before the event, you will receive an email with detailed instructions for calling in and downloading handouts.
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.
LEADERSHIP IQ has been featured in:
THE FACULTY:
Mark Murphy, Chairman & CEO of Leadership IQ
Mark Murphy is one of the country’s leading management & communication 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 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 4 bestselling books, including HARD Goals: The Science of Extraordinary Achievement, Hundred Percenters, 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.
