. . . phone skills for telephone professionals
This half-day seminar is designed for those who spend a
significant portion of their day interacting with clients on the
phone. It focuses on both service techniques and phone
skills. This session is appropriate for interacting with
both external and internal clients.
You will live and experience an attitude of service.
You will polish personal telephone speaking techniques and will
learn the most advanced telephone service techniques.
Finally, you will be able to apply that knowledge to the actual
real-life situations you face daily.
LIFE ON THE
PHONE .
. . the game plan
In many instances, the only contact your clients have with
your company is over the phone. The people who handle these
calls reflect your entire company. They have the power to retain
a client for life . . . or to lose a client forever! The
importance of phone interactions is critical to profitability.
Consistent, positive attitudes and time-tested phone skills
provide a definite competitive advantage. To achieve that
advantage we tailor all activities toward the specific needs of
your company and of your clients. The results are applied
enthusiastically by your employees and felt immediately by your
clients.
The opportunity to provide superb service over the phone
begins now. We're ready to help you accomplish this with a
unique, customized program!
Lynn Cochrane
President
LIFE ON THE
PHONE .
. . what you can expect
Live an Attitude of
Phone Service
- Feel the frustration of bad service on the phone
- Learn the dollar value of existing clients vs. the cost of
attracting new ones
- Appreciate each phone contact as an integral part of the sales
process
- Create positive, lasting impressions on clients
Manage Reactions To
Difficult Clients
- Cool down hot clients
- Hand off a bad situation appropriately
- Manage emotions; build self-confidence
- Turn bad situations into loyal clients
|
Learn the Actions of Phone
Service
- Perform the best and most effective phone techniques
- Grasp the "do's" and "don'ts" of phone
service
- Create new ways to do things better
- Use the power of old-fashioned politeness and appropriate
courtesy
Realize the Rewards of Phone Service
- Receive glowing performance reviews from callers
- Handle less caller complaints
- Invent new ways to "WOW" callers
- Feel the rewards from referred callers
|
LIFE ON THE
PHONE .
. . facts, format, fees
| who: |
Every employee who has phone contact
with clients and customers.
Approximately 10 participants per session. |
| timing: |
One half-day |
| where: |
On site; or we welcome you to our suburban Minneapolis conference facilities |
| process: |
The seminar is up-beat, lively and
participative. All activities focus on real-life scenarios
prepared from a personalized scouting report with your company. |
|
