What you'll learn
Why soft skills don't work
How to use Positive Framing
Leveraging Customer Advocacy
How to Small Talk with a Mission
Requirements
No pre-requisites for taking this course
Description
If you work with customers, patients, clients or let's say human beings, you know that sometimes they can be difficult. We have all heard the term 'soft skills' and we all know that the empty apologies and ear to ear fake smiles do little to appease an upset customer. Amas provides real world tools that help you to effectively deal with difficult customers, no matter the industry. As a matter of fact, you may find the tools effective when communicating with peers, co-workers, management, and even family. You will learn the following:How to use positive framing When it is appropriate to become an advocate for your customerThe magic of anchoring, they use it sales and Amas will show you how to use it with service The five things you can do to deliver six star serviceSmall talk happens naturally but you can use it to help you deal with difficult situations, Amas will show you how. If you have ever struggled with how to deal with a difficult customer and you are tired of being told by your boss to smile more, smile bigger, and say you are so so sorry, this this the course for you. Truth is customers could care less about your smile but these tools work!
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Soft Skills Do NOT Work
Lecture 2 Soft skills don't work.
Section 3: The Tools
Lecture 3 Positive Framing
Lecture 4 Small Talk with a Mission
Lecture 5 Anchoring
Lecture 6 Becoming an Advocate
Section 4: In Conclusion
Lecture 7 Summary
Section 5: Five Essential Behaviors
Lecture 8 Intro to Five Essential Behaviors
Section 6: The Behaviors
Lecture 9 Give every Guest a warm welcome
Lecture 10 Say their name
Lecture 11 Give them your undivided attention
Lecture 12 Demonstrate positive action
Lecture 13 Warm friendly goodbye
Section 7: Summary
Lecture 14 Handling Today's Customer
Lecture 15 Summary
For anyone and everyone who interacts with customers on a regular basis,All customer facing employees and leaders


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