Remote Support by GoToAssist

I recently participated in a webinar organized by SupportIndustry.com about how to improve communication skills in the first 30 seconds of a call, building confidence, then adding technology to ensure an exceptional support experience. My co-presenters were

• Roger Courville of the 1080 Group is also a popular blogger at thevirtualpresenter.com moderate.
• Rich Gallagher of Point of Contact Group was the main presenter. Rich is a well known and very well regarded expert on customer service and training. He has publised many books including Great Customer Connections and more recently, What to Say to a Porcupine which sounds really funny so I would recommend getting it for your support center team meetings.

In this webinar, Rich talks about many communication techniques and processes that you can employ in your support center to improve service and help your representatives deal with upset or even angry customers. To give you an example, Rich explains why you shouldn’t say “I’m sorry” when talking with customers (news to me) as “I’m sorry” has been said so much it doesn’t mean anything anymore. (Now, I’m so sorry to hear this and I wish I’m sorry still worked as sometimes I really am sorry – darn! You’ll have to play back the webinar to see what to say instead of I’m sorry.) Following Rich, I talk about how you can seamlessly integrate remote support technology your or your team to really focus on communication skills and solving the customer problems. It is the combination of both  — human skills and technology — that produces results for your call center.

You can view this webinar FREE, I’ve provided the link below:
The Power of 30 Seconds: Best Practices of Expeptional Support

There is a registration for this but don’t worry, you won’t get spammed to death so go ahead, enter your info and the enjoy webinar, it is a good one! Be sure to write back your comments and thoughts about the webinar. Would love to hear any tips you have for better customer support.

Tags: communication skills, support center, training, webinar

This entry was posted on April 28, 2009 at 11:01 am and is filed under Product Info - Corporate, Remote Support Market, Training & Guides, Webinars. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.