How to Tell Anyone Anything: Coaching Your Service Team to Success
Vienna, VA (Vocus) August 19, 2009
Parature, the global leader in on-demand customer service software , announced today the release of a free white paper offering customer service and support professionals effective strategies for coaching their service teams to success. The white paper entitled "How to Tell Anyone Anything: Coaching Your Service Team to Success" is available for download in Parature's white paper library.
Those who manage people know that it is often challenging to provide 'constructive criticism' or feedback without causing their employees to become defensive. All too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change. So, how can managers give feedback that doesn't result in defensive behavior and that really changes performance? How to Tell Anyone Anything: Coaching Your Service Team to Success explores a fresh new approach to coaching service professionals. It is an approach based on recent developments in the psychology of how we communicate with each other that focuses on strength-based coaching versus deficit-based coaching. Training techniques that have a track record of creating real performance and behavior change are an invaluable asset in today's challenging economic environment when customer retention has never been more important. Customer service leaders want their teams to create great customer experiences that increase customer loyalty, but to do this they must have a service team of professionals capable of effective communication. Therefore, it is imperative that they discover an appropriate coaching strategy that will enable them to bring about change and achieve their desired customer retention rates.
"Parature is dedicated to helping customer service and support organizations deliver superior customer service," stated Parature CEO and President Duke Chung. "We demonstrate this commitment, not only by providing the smartest, most efficient customer service software, but by providing valuable written content as well. Parature has conducted in-depth research to provide relevant and thought provoking insight into industry trends and effective strategies that will contribute to the success of customer service professionals and enable organizations to provide exceptional customer service at an affordable price."
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™ 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.
Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company's software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. Founded in 2000, Parature received the 2007 and 2008 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. Parature has been named to both the Washington Business Journal's list of Best Places to Work and The Washingtonian list of Great Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support millions of end users worldwide. For more information, visit http://www.parature.com or follow @Parature on Twitter.
dtenorio (at) parature (dot) com
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