Professional Telephone Skills

Face it, today’s customers are more savvy and more demanding. They have more information because they’re online…and they expect quick, intelligent, informed answers when they call.

The person who answers your phone is your company. If your frontline people aren’t exceptional on the telephone, you’re wasting your advertising dollars.

In this workshop you’ll learn to build rapport quickly, explain your value, and gain customer buy-in from the start. Using “structural thinking” to let the customers be in charge, you’ll move the conversation forward. Close more sales, get more service work, and keep your customers loyal by serving them the way they want to be served.

Imagine getting more done quicker, and having people like it.

Learn how to:

• Turn price check calls into leads you can close
• Schedule service work more quickly
• Make people feel heard, respected, and cared about
• Let customers know you understand their urgency
• Clearly explain complex equipment
• Keep customers satisfied with your service, schedule, costs, etc.
• Connect with people so they want to cooperate
• Manage angry customers
• Manage your own emotions under pressure

Who Should Attend:
Inside Sales
Outside Sales
Sales Managers
Customer Service Representatives
Receptionists
Customer Service Technicians
Customer Service Managers