Telephone Essentials
In most situations you are the client’s first point of contact and their first impression of your company. As the dispatcher you are also responsible for orchestrating the dispatching of all service calls to ensure maximum efficiency of scheduling, without compromising client satisfaction. Clients are calling regarding an array of difficult situations, this program has been developed to guarantee maximum value from every interaction.
Telephone Essentials will provide a systematic approach encompassing the SGI Service Model and Standards of Conduct to ensure opportunities turn into solid appointments. Using telephone fundamentals, time management, and relationship builders, the CCR has an opportunity to provide the caller with the assurance your company is well equipped to handle the situation to their satisfaction. This course provides the tools and techniques that enable the CCR to lead the call in a strategic manner that will culminate with a call to action.
Why You Should Attend Telephone Essentials:
You are your company’s most important brand ambassador—the customer care representative (CCR) and/or a dispatcher. You care about your clients and want to ensure they receive the highest level of care.
What You Will Learn:
- Apply the 5 fundamentals of telephone handling and 5 relationship builders and overcome client objections.
- Discover how to convey the unique value your company provides with every customer interaction.
- Develop inbound call scripts, the CCR will demonstrate how to control the conversation and book more appointments.
- Think strategically, improve routing and scheduling.
- Turn appointments into satisfied customers who promote your company through positive word-of-mouth
Telesales Essentials
Learn the methods to close an incoming client call to a scheduled lead. Practicing the SGI Service Model you will learn proper phone etiquette to quickly build rapport and trust. You will strategies for reducing client concerns and overcoming objections. You will learn to balance the needs of the client with the team’s workload.When lead production is low, it is up to you to generate lead opportunities. Telesales Essentials will provide strategies for generating leads through happy calls and various ad campaigns including direct mail.You will also learn how to complete the three major reports required for effective sales coordination and how to establish a qualified lead.
Why You Should Attend Telesales Essentials:
You are your company’s marketing sales lead coordinator. You are responsible for taking all incoming client calls relating to residential replacement and you assist in marketing efforts. You take pride in your work and need a process that encompasses best practices that enables you to provide your clients with an exceptional level of care.
What You Will Learn:
- Demonstrate effective communication strategy to ease client concerns and set appointments.
- Overcome client objections.
- Develop your own script for scheduling replacement calls using the SGI Service Model.
- Produce new leads through the creation of various campaigns.
- Implement a tracking program for leads and scheduling.