Planning Information
The duration of this course is 2 Hours.
Classes are priced from $2,250.00. See individual sessions for details.
Description
Learn the skills necessary to effectively manage sensitive situations in person and on the phone. (Priced per workshop; maximum of twenty participants.)
As a standard, the 2-hour professional development workshop includes:
- A range of 1-3 skills learned
- 1-3 tools covered
- One group exercise
- Distributed Learning (pre/post work)
Available value-add supplements include:
- Job-Aid/Hand-Out
- Additional Post Work
- Workshop Summary with facilitator insights
- Access to workshop recording for up to 14 Days
A Masterclass includes all of the above plus:
- Industry Specific Experience
- Access to workshop recording for up to 30 Days (vs. 14)
- Small Group Work (three additional 60 minute role-play/deep dive sessions for small groups)
At Completion
- Know how to use scripts and tools to overcome objections and difficulty
- Be able to deliver exceptional service on the phone as in person.
Course Outline
Deal with Challenging Customers
- Turn Challenge into Cooperation
- Competitive vs. Collaborative Language
- Feel, Felt, Found: Overcoming Objections
- ASAP Script for Challenging Customers
Customer Service on the Phone
- Differences: Phone vs. In-person
- Telephone Voice
- Greetings & Personalized Service
- Remembering Names
- Closing
- Ten Commandments of Service
To request private training or future dates, call 610-321-3500 or
Register your interest now
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| Overcoming Communication Barriers | |
| The Cycle of Conflict | |
| Setting up Employees for Success |
