Customersatisfaction.com offers several learning tools for anyone who performs or manages customer service, sales, or telemarketing. These products will help you to reach new peaks of performance.

Hundreds of companies and thousands of individuals have used these tools to cut expenses, bolster rep performance, enhance customer satisfaction, build sales, and improve management skills while lowering employee turnover.

Articles

Customersatisfaction.com founder, Dr. Gary S. Goodman, is the most widely published and quoted authority in contemporary sales, service, and marketing periodicals with more than 1,000 articles to his credit. He is an expert commentator on radio and television worldwide.

Articles by Dr. Gary S. Goodman:


"LET'S FIND A WAY TO SAY YES!"

A few days ago I was standing in line far too long, to get a simple prescription filled for a family member. Then I heard the bad news:
"Your carrier said your benefits expired on April 4."
"That's not true," I replied. "If you look at the card you'll see that's the date when my benefits started!"
"Well, they said no. Maybe you can call them," she sighed with no apparent motivation to pick-up the phone, herself.
I flagged down a supervisor who then ordered the reluctant clerk to make the call.
"But the system says he's not covered," she insisted to her superior, clearly siding with the presumed infallibility of a computer instead of her client.
To cover myself, simultaneously, I phoned the member benefits line printed on my health card. After a five-minute wait a person came on and said, "You're covered; I don't know what their problem is."
"Neither do I. Could you please tell the folks here what you just told me?"
She agreed and I shuttled my phone to the clerk who was on the line with my health carrier.
"Sorry, they say you're not covered," she stated with vindication.
"Here, this person says I am, so please talk to her."
"But this other person says you're not!"
"Please take my phone and talk to someone who will say YES, not no!" I shot back, certainly loud enough to get everyone's attention.
She looked at the pharmacist for approval, and he nodded. Within 60 seconds, the prescription was approved.
The insistent clerk isn't to blame for everything that transpired, but she acted as most CSR's do when they make a decision.
Once she felt the answer was no she shut out all contradictory information, and she became an obstruction to my getting what I was there for, a prescription.
In other words, she became ego-involved in making her original "No" stick, instead of trying to find a way to say yes, to get me the approval I needed to get the medicine, and the green light she actually needed as well, to sell it.
The prime objective in almost every service situation is to say yes, even if it takes a special effort to do so.


"HOW TO BRING A CALL SCRIPT TO LIFE" Dr. Gary S. Goodman -In a recent article I explained that scripting conversations is inescapable, inevitable. You'll either use one unconsciously, from memory, or explicitly, having written it down. Presuming you write it down, which is a really good idea, you can now focus on improving your delivery, your vocal nuances, so it doesn't sound artificial. If you ask most tele-reps why they don't like scripts, they'll respond that they don't want to sound canned, believing that one naturally follows from the other. Not true. A few years ago, actor James Earl Jones did a radio commercial for a restaurant chain. He simply read from its menu, using his wonderful training to make each item sound stupendous. (As you know, Mr. Jones is the deep, resonant, Darth Vader voice in "Star Wars.") The ad proved that it isn't what you say, i.e. the quality of your script, that alone determines your impact. Performing it well, bringing it to life, is just as important. So, here are some quick pointers on script reading that actors will also appreciate when they go to auditions for cold readings: (1) Read the script one phrase at a time; not one word at a time. When we speak spontaneously, in everyday conversations, we use phrases, and express them as entire units. Stopping to utter words as individual units slows us down and makes our language sound stilted. (2) Breathe in the middle of a phrase, not at the end. Again, when we speak spontaneously, we breathe in the middle of ideas. By breathing only at the end, you signal that you are reading, and your listener will discount what you're saying as contrived. (3) Vary your tones. Poor script readers sound mono-tonal, and this is generally artificial, unless we're genuine geeks or police dispatchers who follow a cultural code in restricting their voices to narrow ranges. Let your voice rise and fall, from high to low, and from soft to louder. This is what we do in everyday conversation, so let's carry it over to reading scripts. (4) Get over the fact that the script's language isn't your everyday language. It's better, crafted for persuasion, not chitchat or recreational conversation. So, you didn't write it, no big deal. You can still make it yours by repeating it and by making it sound spontaneous. In fact, once you've said it 100 times, it will seem second nature to you. These are some of the ways in which you can tackle the task of making a script come to life. Remember, real professionals do this, whether they're Broadway actors or your favorite classroom teachers. Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC's Annenberg School, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He is headquartered in Channel Islands, California, and he can be reached at (818) 970-4279 or at: gary@customersatisfaction.com.




Books



Monitoring, Measuring & Managing Customer Service

Author: Dr. Gary S. Goodman
Published 2000, Jossey-Bass/John Wiley
Price: $34 & $5 Shipping/Handling
Available from Customersatisfaction.com or through Amazon.com

Excellence in customer service does not come about accidentally. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, as well as from a wealth of real-life episodes of first-class service, Gary Goodman provides readers with a system for building and sustaining great customer service.

Goodman spells out specific ways to foster such proactive behavior among your work force, along with practical methods that measure their effectiveness. His tips include detailed assessment procedures for employees, team leaders, and managers.


Please Don't Shoot The Messenger!

Author: Dr. Gary S. Goodman
Published: 2000, McGraw-Hill Contemporary Books
Single copies available from through Amazon.com
For 25 or more copies, please contact us at Customersatisfaction.com

Now you can talk to demanding bosses, clueless colleagues, tough customers, and difficult clients without losing your cool (or your job!).

The business world is filled with unsettling circumstances and thorny situations that often require a person to break bad news or express uncomfortable information to those who don't want to hear it. Maybe you're a manager and you need to discipline a subordinate. Perhaps you need to say "no" to a customer (but in a way that allows you to keep his/her business). How about asking your boss for a raise? Uncomfortable as they may be, these situations occur in just about any office, in just about any kind of business.

In Please Don't Shoot the Messenger! Dr. Gary Goodman arms you with helpful and practical communications skills you need in order to sail through sensitive business communication situations with customers and colleagues alike. In or out of the office, Please Don't Shoot the Messenger! Shows how to improve you communication skills in practically every possible challenging business situation. High spirited yet helpful, Please Don't Shoot the Messenger! is a must-have for business communication success.


Video Training Programs



Video #1:

Best Practices In Customer Care:
Monitoring, Measuring & Managing Customer Service


Speaker: Dr. Gary S. Goodman
Location: The Breakers Hotel, Palm Beach, Florida
Audience: 150 Customer Service Managers & Sales Executives
Length: Approximately 55 minutes
Price: $495 & $10 Shipping/Handling in U.S.; Outside the U.S.? Shipping/Handling is $30.
Visa, Mastercard, American Express, Discover Card

  


How can you consistently make service calls up to 50% shorter, but better? How can you turn what too often feels like a thankless job into one where customers are singing your praises, thanking you profusely, and vowing their loyalty?

In this dynamic presentation you'll learn about the “Call Path For Customer Service” that Dr. Gary S. Goodman devised which has now been adopted by companies across industries. He'll show you how to fine-tune the Three T's: Text, Tone, & Timing, to make each and every call sound and feel like an exceptional experience for reps and for customers.

You'll also be introduced to the best tool for measuring call quality, rep performance, and customer response: TEAMeasures* (Telephone Effectiveness Assessment Measures).

You'll be able to know exactly how each call went, using objective, clear, and understandable criteria. More important, reps will be able to give themselves a "report card" after each call concludes which will help them to reach and to sustain peak performance.

Video #2:

Mastering The Outbound Sales Call


Speaker: Dr. Gary S. Goodman
Location: Tropicana Hotel, Las Vegas
Audience: Corporate Audience of 450 people
Length: Approximately 30 minutes
Price: $495 & $10 Shipping/Handling in U.S.; Outside the U.S.? Shipping/Handling is $30.
Visa, Mastercard, American Express, Discover Card

  


Did you know there is GOLD in your inactive accounts? Up to 50% of those who used to do business with you could be reactivated through a single, well-crafted outbound call.

Mastering The Outbound Sales Call will show you how to tap into this store of wealth. You'll also learn how to sell any product or service through a simple, four-step formula.

Why wait for customers to call you when you can Reach Out & Sell Someone!**


Video #3:

Mastering The Inbound Service & Sales Call


Speaker: Dr. Gary S. Goodman
Location: Tropicana Hotel, Las Vegas
Audience: Corporate Audience of 450 people
Length: Approximately 30 minutes
Price: $495 & $10 Shipping/Handling in U.S.; Outside the U.S.? Shipping/Handling is $30.
Visa, Mastercard, American Express, Discover Card

  


Would you like to turn your service center into a profit center? You can, if you know how to cross-sell, up-sell, and suggestively sell during a traditional, inbound service call.

Unfortunately, most sales efforts are poorly done and tend to make service reps feel uncomfortable. It doesn't have to be this way. If you learn WHERE to place your sales message and how to seamlessly blend it into your service conversation, you'll be much more successful and enjoy the process.

You'll find the techniques in this powerful video to be utterly original, because we invented, tested, and proved them at multiple client sites.

Video #4:

Mastering Secretarial Screening & Conquering Voice Mail


Speaker: Dr. Gary S. Goodman
Location: Tropicana Hotel, Las Vegas
Audience: Corporate Audience of 450 people
Length: Approximately 30 minutes
Price: $495 & $10 Shipping/Handling in U.S.; Outside the U.S.? Shipping/Handling is $30.
Visa, Mastercard, American Express, Discover Card

  


Business to business calling has never been easy, because secretaries and call screeners have made it their job to keep you from reaching the person you want to reach. Now, in this special program, you'll learn how to gain entry into the most carefully guarded business "fortresses." Your dialogue with screeners will go from being adversarial and defensive to being polite, professional, and firm.

You'll get through 50% of the time and more, instead of 5% to 10%.

You'll also learn how to navigate through voice mail and reach your target at least twice as often.

These techniques are honest, powerful, and new. You'll enjoy making contacts, you'll become much more productive, and you'll have fun in the process. This program is essential for anyone who needs to establish relationships with executives with whom they have never spoken before. Great for networking, for servicing, and for selling.

SPECIAL PRICING: BUILD YOUR TRAINING LIBRARY BY PURCHASING All FOUR VIDEOS FOR ONLY $1,750 PLUS $35 SHIPPING & HANDLING. SAVE $235! (Outside the U.S.? A $75 Shipping & Handling Charge Applies.)

TO ORDER, PLEASE EMAIL US, INCLUDING YOUR NAME, COMPANY, TITLE, MAILING ADDRESS, CHARGE CARD NUMBER, CARD EXPIRATION DATE, AND SPELLING OF THE NAME ON THE CARD. PLEASE INDICATE THE PROGRAMS YOU WISH TO PURCHASE. WE CONFIRM ALL ORDERS BY EMAIL.

  




Audio Seminars



The New Telemarketing Audio Seminar
Price: $495.00 & $25 Shipping & Handling in U.S. Outside U.S.? Shipping & Handling is $75.

Speaker: Dr. Gary S. Goodman
Studio Recorded
Length: 5 Hours
Includes 5 CD's, and a comprehensive 63 Page Guidebook

This is simply the best audio-seminar ever produced for boosting your performance if you use the phone for prospecting, appointment setting, and for closing sales. You've heard about "consultative" and "relationship selling." This program goes shows you the nuts and bolts of how to do it.

These techniques more than doubled the performance of six-figure earning sales-stars at Xerox, and it has also done wonders for people whose names and companies you've never heard of! The key is that IT WILL WORK FOR YOU!

*TEAMeasures and SEAMeasures are trademarks of Dr. Gary S. Goodman.
**Reach Out & Sell Someone! is a registered trademark of Dr. Gary S. Goodman.