Parature Best Practices Webinar Explores Effective Strategies for Coaching Service Teams to Success
Communications Skills Expert Rich Gallagher to Discuss Step-by-Step Process for Effective Coaching and Feedback
Vienna, VA (August 12, 2009) – Parature, a global leader in on-demand customer service software, announced today that it will sponsor a free webinar, in partnership with SupportIndustry.com, offering customer service and support professionals effective strategies for coaching their service teams to success. The webinar entitled “How to Tell Anyone Anything: Coaching Your Service Team to Success” will be held on Wednesday, August 26, 2009 at 2:00pm EDT. To register for the webinar, please visit www.parature.com/webinars.
Customer retention has never been more important than it is in today’s challenging economic environment. Those who lead customer service organizations want their teams to create great customer experiences and increase customer loyalty. To do this, organizations must have a service and support team of effective communicators capable of handling any type of customer situation, so they require leaders who are capable of teaching them the proper techniques to do just that. Coaching people, however, can be a challenging task because all too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change. Nevertheless, if these teams are not suitably trained to have meaningful customer interactions, it will result in customer dissatisfaction, decreased employee morale and increased turnover. So, it is imperative that organizations implement an appropriate coaching strategy for effective communication to improve both employee and customer satisfaction enabling them to achieve their desired customer retention rates.
“How to Tell Anyone Anything: Coaching Your Service Team to Success” will feature Rich Gallagher, President – Point of Contact Group. Mr. Gallagher, a nationally-known communications skills author and former help desk manager, will illustrate a fresh new approach to coaching service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching. Professionals who attend this webinar will discover why most coaching is ineffective and how a painless, blame-free approach for coaching can create real performance and behavior change.
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