Dr. Robert "Bob" DeGroot, MEd., DCH
Best Selling Author
Founder and President of Sales Training International
The following eBooks are available for your Amazon.com Kindle and B&N Nook. Paperback and hardback books are also available from both Amazon and Barnes and Noble.
Customer Service eBooks
- Telephone Etiquette for Business (Amazon Top 100 Best Seller)
- Trust & Rapport Building
- Active Listening Skills for Business (Amazon Top 100 Best Seller)
- Problem Solving Model for Business
- Defusing Customer Anger
- Stress Control at Work
- Managing Customer Expectations
- Business Email Etiquette
- Goal Setting Drives Success
|Customer Service Excellence Series
Make the caller feel glad they called from hello to goodbye.
Amazon Top 100 Best Seller
According to Letitia Baldrige, "The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization."
Pay attention to how the phone is answered by everyone in your organization. It's not just the receptionist who answers the phone. Almost everyone has one on their desk. And, most of those people talk to internal or external customers.
Telephone behavior sets customer expectations of your company's ability to help. This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers. After completing this course you will be able to:
- Answer the phone within the recommended maximum number of rings
- Know that customers begin to get upset after the maximum number of rings
- Make a positive welcoming impression on customers with voice and greeting
- Know how to affect voice tones and the impact they have on the customer
- Know how to address customers
- Know when and how to put customers "on-hold" and how to take them "off-hold"
- Know the maximum time intervals in which customers can be left "on-hold"
- Take messages that provide the critical information needed for an appropriate call back
- End calls positively and efficiently with "long-winded" customers
- Make customers feel glad the called
The ebook is also a part of the sales book series (green covers).
The purpose of this eBook is to present 5 clear rapid means of establishing trust and rapport with customers. The content is directed to sales personnel, customer service personnel, and people in customer service roles who are also responsible for sales.
- Define trust as it relates to customers.
- Define rapport and how it impacts customer attitudes and behaviors.
- Differentiate between motive and technique.
- Recognize methods that rapidly create and strengthen trust and rapport
- Common Ground
- Pacing and Leading
- Psychological Truth
Prevent errors and earn the right to be heard
Amazon Top 100 Best Seller
Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information in order to provide input, do a task, or problem-solve, did not "actively listen."
Knowing how to actively listen is a proven way to prevent errors and improve relationships with both internal and external customers.
- Use acceptance responses
- Ask clarifying questions
- Repeat key words, phrases and numbers
- Paraphrase content
- Reflect emotions
- Summarize information
- Earn the right to be heard
- Use transition sentences
Systematically solve difficult problems
The costs associated with not having a systematic problem solving model can be phenomenal. Usually these costs get blamed on "bad" judgment or poor decision-making ability but in reality the underlying cause is usually not having and using a clearly defined systematic problem solving process.
Self-esteem is directly related to the confidence you have in your own problem solving abilities. Confidence is built by repetitive successes with a process in a broad range of situations. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face.
- Recognize the hazards associated with not using a systematic problem solving process
- Use the steps of a systematic problem solving process
Recognize passive, assertive, and aggressive expressions of anger and quickly defuse it in three easy steps.
There are times when the customer senses that a problem could cause them to experience a loss. Threat of loss triggers the grief process and anger is the third stage of this process. With an upset customer, if we simply solve the problem and do not first take care of the customer’s emotions, we end up with a satisfied angry customer.
Angry customers will tell many other potential customers about the problem. Even though the problem was solved, they are still upset. They often feel that it shouldn't have happened in the first place.
- Understand the emotions of anger
- Recognize anger in others
- Learn related support skills used to defuse anger
- Recognize common phrases that evoke anger and how to counter them to prevent anger
- Describe the three things angry people want and the sequence in which they want them
- Use a three step method to defuse anger
A Life Skill to Keep You Healthy
Stress control is a life skill that will help keep the medical costs down, reduce turnover, improve relationships, reduce errors, reduce accidents and dramatically improve customer perceptions of service competency. Show a customer how stressed you are and you'll raise their anxieties about your competency to do the job.
Numerous research studies show that 75% to 90% of all visits to primary care physicians are for stress related issues. Stress also intensifies symptoms and slows recovery.
In this eBook you’ll learn the common stressors to notice in your work environment. You’ll also be provided with a list of stressors in other areas of your life. You'll learn the mental, emotional, and physical signs of stress. You'll also learn the five phases of the stress response process and several coping methods effective in each phase. And, you'll develop a personal "stress control plan" to fit your exact needs.
- Identify sources of work-related stress
- Recognize the signs and symptoms of stress
- Build buffers that help reduce the power of stress
- Understand the stress response process
- Create effective coping strategies for each stage in this process
- Use this process to guide you when you develop a stress control plan of action
Create and Change Expectations Without Evoking Anger
Managing expectations is usually a simple task of all parties agreeing on what is to be done and delivering on that agreement.
However, when unexpected complications occur, pro-active communication, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.
- Set simple and complex expectations
- Ensure simple and complex expectations are met
- Manage project communications
- Use the steps to redefine expectations with “good” and “bad” news
- Prevent resetting unrealistic expectations from “good” news
- Minimize potential for anger from “bad” news
- Debrief and evaluate performance
Use email responsibly - know the difference in guidelines between personal email and business email
Today email is a routine part of how we communicate and document much of what we do at work. It is not uncommon for people who “text” a lot for personal use to mix up what is appropriate for work versus what’s appropriate for personal use.
With so many people using email for business purposes, some guidelines have been established to prevent poor manners, or misuse, from tarnishing business relationships.
- Define the purpose for business email “etiquette”
- Know if email is the correct communication vehicle
- Understand limits to confidentiality
- Understand the use of disclaimers
- Understand the permanency of email
- Know how to structure the message for business purposes
- Know how to use information such as addresses, cc’s, subjects and signature lines
- Use "plain text" or "HTML" format as appropriate
- Know when and when not to use “Emoticons,” Emojis," and abbreviations
- Develop an Email thread and know when to start a new one
- Know what to forward and what not to forward
The ebook is also a part of the sales book series (green covers).
It's easy to understand how people with goals accomplish significantly more than people without goals. People with goals have direction. They have a target. They have something to work towards. This provides motivation to achieve.
If the goal is something you really want, that strong positive emotional desire gives you a favorable edge to realizing the goal.
And, the more frequently you review the goal, the more you focus on it, the more you will recognize the resources and opportunities you need to move toward achieving your goal.
Motivation to achieve comes from having a clear target, developing a strong emotional desire, creating a doable action plan, allocating the resources (especially time) and taking action.
Business goals that are in alignment with personal goals are more motivating than goals that are not in alignment, not related in anyway, or are counter to personal goals. Goals that help cause you to stretch increase your motivation.
Goals that are written provide a mechanism to review, refresh, and stay focused on what you want. People with written goals accomplish significantly more than people who only have goals in their heads.
You might also want to be aware that to maintain balance you will set goals in many areas of your life such as personal, professional, family, social, financial, lifestyle and so on. This book will guide you through the entire process step-by-step.