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Forbidden Phrases Every Customer Service Professional Needs to Know

Many times we don’t know we are disconnecting our communication by everyday words and phrases. We think we are helping yet at the same time causing harm to our business relationships. For example: Just a simple “I’m Sorry” can ignite rage and intensity from your customer. This innovative program will show you easy skills to improve your business communications by 90%. The skills are used sparingly yet are easy to execute and have a huge impact with relationships and sales. These skills will bring more ease and cooperation to your business and personal life. Discover and practice the newest innovative communication skills that build authentic trust and cooperation with your customers, instantly.


Runtime: 91 minutes
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Overview

Why We Communicate as We Do

  • Not About Feelings – 10% of Connection
  • Needs – 90%
  • Airline Story

Some of the Key Phrases That We Use to Disconnect Our Communications

How Many of These Trigger You? (From Facebook® Friends)

  • The Hotel Story…
  • I’m Sorry
  • You Are Feeling _____ (Statement)
  • No
  • I Hear You, But
  • I Understand What You Are Saying
  • I Have To
  • I Should/You Should
  • It’s Company Policy
  • I Don’t Know
  • That’s Not My Responsibility
  • Putting a Customer on Hold and Not Coming Back for Minutes to See If Customer Is Still Alive
  • It Is From the Contract You Signed, the Small Print
  • You Can Always Read Our Customer Service Requirements, on the Back
  • It Was in the Contract You Signed, in the Print on the Back
  • No, You Can’t Call Me Back, We Have No Incoming Phone Numbers
  • I’ll Email the Grievance Form
  • The Supervisor Will Tell You the Same Thing
  • There Is No Supervisor, I Am the Supervisor
  • If You Would Let Me Finish
  • You Are Too Disagreeable
  • I Understand, I Understand ... Repeated Over and Over…
  • Let Me Transfer You After You Offer Them 5 Minutes of Information Then Have to Repeat

How to Change People and Build Trust/Connection Instantly or How to Make Better Connections With the People That We Communicate by Using Empathic Listening

  • Definition of Empathic Listening
  • Importance of Intention and Focus for Sucsessful Communications
  • Tow Truck Story
  • The Two Parts of Communications
  • The Four Ingredients for Better Connections

Changing Alienating Communication (Forbidden Phrases) to Enriching Communication That Improves Business Relationships.

  • Mom Story

Why and How to Warm up Emotionally Before We Speak to Anyone

Developing Calm When Someone Becomes Triggered/Upset?

How to Apologize Without Saying “I’m Sorry” and It Is Authentic

How to Say No Without Saying No, and Be Understood

Expressing Authentic and Energizing Appreciation That Employees and Customers Will Appreciate - Empowering Your Business Relationships

How to Stay “Calm” When You Start Feeling Triggered

How to Answer Questions While Building Trust and Connection

  • Empathize With Person/Question First
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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Rick Goodfriend

Rick Goodfriend

Goodfriend Communication

  • Owner of Goodfriend Communication
  • Goal is to bring easier and more peaceful business and personal relationships
  • Started this world wide movement in 2005 sending out weekly and brief communication tips
  • Has been on more than 400 TV/radio shows and hundreds of workshops teaching his passion internationally
  • As a writer of 102 communication tips “I Hear You, But” and seminar speaker, he enjoys bringing the most empowering customer service skills available, skills that can transform customer rage into cooperation in seconds, yet build trust at the same time
  • Developed several CDs to showcase and teach these very proactive skills, including “Creating Extraordinary Customer Relationships”
  • You may sign up for his weekly tips and view some of his 60 YouTube® videos and articles at www.rickgoodfriend.com or for consultations or to book workshops please call 805-453-3524
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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Access to all training products for one year
$699/year

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Product ID: 390603
Published 2012
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Available in Multiple Formats

Purchase this course and learn on your schedule!