Parature Best Practices Webinar Explores the Latest Strategies and Skills for Managing Challenging Customer Interactions
Communications Skills Expert Rich Gallagher to Discuss Appropriate Techniques for Dealing with Difficult Customers
Vienna, VA (January 23, 2009) – Parature, a global leader in on-demand customer service software, announced today that it will sponsor a free webinar, in partnership with TMC, offering customer service and support professionals appropriate skills and techniques for managing challenging customer interactions. The webinar entitled “What to Say to a Porcupine: Strategies for Dealing with Difficult Customers” will be held on Wednesday, January 28, 2009 at 2:00pm EST. To register for the webinar, please visit www.parature.com/res_webinars.aspx.
Customer retention is a coveted metric and revenue generator that is often hard to attain in today’s challenging service environment. Technology-savvy customers in a Web 2.0 world are all too ready to change their vendor loyalty at a moment’s notice, while simultaneously broadcasting their support experience displeasure across the Internet. Customer service and support teams field some of the angriest and most difficult customer requests; handling these challenging requests is often the bane of a service and support professionals’ existence. Many become frazzled or angry and thus, do not properly handle the situation, resulting in customer dissatisfaction, decreased employee morale and increased turnover. Organizations cannot afford to have their complex customer interactions handled improperly. It is imperative that they arm their support teams with an appropriate strategy of skills and techniques for these difficult customer encounters to improve customer satisfaction and to achieve their desired customer retention rates.
“What to Say to a Porcupine: Strategies for Dealing with Difficult Customers” will feature Rich Gallagher, President – Point of Contact Group. Mr. Gallagher, a nationally-known communications skills author and former help desk manager, will use some of the latest techniques in communications skills and behavioral psychology to break down the mechanics of difficult customer transactions, teaching skills that will help the service professional and their customers feel at ease in any situation. Professionals who attend this webinar will discover how to deliver bad news to customers without triggering a confrontation; what to say when someone makes an inappropriate request – instead of just saying “no”; how to defuse rude, angry customers and get them on your side; and what to do when a customer’s behavior crosses the line.
Parature’s “Best Practices in Customer Service” webinar series is designed to serve as an educational and informational resource for organizations throughout various industry sectors to gain insight into customer support best practices that can be applied to help them more efficiently serve, support, retain, engage with, and maximize the value of every customer.
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service(TM) software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
Source: Parature