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Developing Winning Attitiudes

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Developing Winning Attitudes
Developing a Winning Attitude ,[object Object]
Developing a Winning Attitude ,[object Object]
Developing a Winning Attitude ,[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Overview ,[object Object],[object Object],Learn the benefits of listening techniques Learn how to provide exceptional customer service Learn how to effectively control each event Create a great first impression Learn the words and phrases that create positive effects Learn to love the challenge and satisfaction of asking the right questions and educating customers Learn to use the words and phrases that create positive results Discover the positive effects of focusing on your customer You will come to realise that you are the voice of DoubleClick
Module 1 Customer Focus
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focus ,[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object]
Module 2 Active Listening
Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object]
Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object]
Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object]
Module 3 Using Positive Language
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object]
Module 4 Adapting Your Communication Style
Adapting your communication style ,[object Object],Style 1 __ Decisive __ Independent __ Tends to be dominant __ Strong willed __ Wants immediate results __ Cause action __ Likes power and authority __ Likes freedom from control __ Outspoken __ Wants direct answers __ Restless __ Competitive __ Adventurous __ Assertive Style 2 __ Optimistic __ Tends to be exciting/stimulating __ Generate enthusiasm __ Often dramatic __ Open and friendly __ Likes working with people __ Desires to help people __ Like participating in groups __ Wants freedom of expression __ Wants freedom from detail __ Like change, spontaneity __ Persuasive __ Appears confident __ Likes recognition
Adapting your communication style ,[object Object],Style 3 __ Orderly __ Performs exacting work __ Like assurance of security __ Uses critical thinking __ Follows rules __ Reads and follows instructions __ Prefers status quo __ Prefers no sudden or abrupt change __ Tends to be serious and persistent __ Cautious __ Diplomatic __ Respectful __ Agreeable Style 4 __ Patient __ Good listener __ Shows loyalty __ Concentrates on task accuracy __ Likes security and stability __ Needs good reasoning for change __ Home life a priority __ Expects credit for work done __ Likes traditional procedures __ Dislikes conflict __ Neighbourly __ Considerate toward others __ Important to perform good work
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Adapting your communication style ,[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object]
Module 5 Complaints and Solutions
Complaints and Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object]
Complaints and Solutions ,[object Object],[object Object],[object Object]
Summary
Module 6 Questioning Techniques
Questioning Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questioning Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object]
Questioning Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object]
Questioning Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object]
Summary
Module 7 Educating the Customer
Educating the agent ,[object Object],[object Object],[object Object],[object Object]
Summary
Module 8 Controlling the Call/Event
Controlling the call ,[object Object],[object Object],[object Object]
Controlling the call ,[object Object],[object Object]
Controlling the call ,[object Object],[object Object],[object Object],[object Object]
Controlling the call ,[object Object],[object Object]
Module 9 Developing a Winning Attitude
Developing a Winning Attitude ,[object Object],[object Object],[object Object],[object Object],[object Object]
Summary
Where to Get More Information ,[object Object],[object Object],[object Object]

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