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Workshop Objectives All rights reserved, How to Implement the Phone Skills Trainer Program, The 7 Critical Telephone Customer Service Skills. She made the groups feel very comfortable during the training.”, “Great performance by Shawn! My colleagues cannot stop commenting how amazing the training was, and we are energized to put our new skills to work. I can’t thank you enough.”, “The team was quite impressed with your materials and more importantly delivery style. They’re already asking when you’re coming back. !”, “Laurie McIntosh brings her personal experience into the training which was invaluable.”, “It was a pleasure to work with Charlie last week. You are a true gem! We were all engaged in the topics. Everyone I spoke to during the day today said they were really enjoying the session (as did I). Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. He is the greatest facilitator I have ever worked with!”, “I liked that fact that we were kept busy – it never got boring.”, “I wanted to reach out to you regarding Phillip and what wonderful experience it was for our teams to have him as our facilitator for the team building and cross-cultural communication course last Friday. At the program’s conclusion, participants will have an understanding of what makes a good customer-service experience, how to deliver excellent customer service over the telephone, how to deal with difficult customers, and how to take care of themselves while helping others. Charles’ way of teaching was pleasant, exceptional, superb, and commendable. Laurie was engaging as a speaker. Our unique onsite training approach can take two forms. This introductory lesson covers the factors that produce great service and those that ruin an interaction with a customer. Fantastic result overall – thank you so very much!”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”, “The training was amazing! Do they listen well? Thanks for your training.”, “Thank you again for working with us last week. Where can I go. People behind the scenes who will work to make our relationship a success. We’ll cover the solid, professional customer service techniques that are vital for anyone in a phone intensive environment. To improve your greeting and tone, try smiling when you say it. She has that perfect blend of knowledge, credibility, and personal skills to deliver very effective training across a wide variance of personalities.”, “Pamela was very engaging. They will learn how to screen calls without putting people off; find out what to say instead of, “Hold, please;” practice taking accurate and effective messages; understand questioning techniques that get to the root of customer concerns. As part of your training program, we will modify content as needed to meet your business objectives. Looking forward to the LA workshop next month.”, “It was a positive experience to have this training, very useful to understanding myself as a provider and patients. As always, the team loved the session, and I’ve been hearing great feedback. I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “We had an amazing day today! Our team is very happy with the training and the content that was presented. be to have simple telephone etiquette. The training session concludes with a presentation of stress-management techniques that ensure participants will stay refreshed and alert while delivering exceptional customer service. She is definitely an asset to BTW.”, “A pleasure doing business with Business Training Works on our seminar.”, “Pamela is awesome. Telephone Skills Training, Phone Etiquette Training, Etiquette Training This is the 10th session we have scheduled, and we always ask for Shawn.”, “I would like to say that yesterday was simply amazing. Not all customers are easy to deal with. A talking head with a PowerPoint presentation and not much else. They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. While onsite hands-on training often produces better results, it also requires a greater investment of time, money and other resources. Charles is a great teacher, I would like to have him teach them.”, “Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. Effectively deal with dialects and accents on the telephone. Set a professional-sounding ring tone. Our phone skills training helps people to understand the needs of customers and use the phone in an effective way Ask yourself the following about your telephone skills? Our phone etiquette training enables participants to handle telephone call more professionally. Start by training your team member from the beginning of a call. We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming. If you have internal employees who can effectively deliver interactive training, we can provide a Facilitation and Coaching Guide, Participant Workbooks and other reinforcement tools to help your staff deliver a first rate, effective Phone Skills Trainer workshop. As a business leader, this time period is truly a career highlight for me. Kate’s energy and willingness to meet as many of the attendees as possible and her ability to quickly build a rapport with folks established credibility and a safe environment. Just request a free preview to learn more. I look forward to using your company in the future.”, “Everyone really enjoyed it and came away with tools to help them be a stronger leader! Telephone Etiquette Training provides the skills necessary to have productive and impactful conversations. I highly recommend Shawn and this course, ‘How to Interview and Hire Well’.”, “Kate was a refreshing start to 2020! Working with you both has been an outstanding experience throughout the entire process. We really enjoyed it. At this program’s conclusion, participants should be able to: The following outline highlights some of the course’s key learning points. Rave reviews all around!”, “Phillip was engaging and professional. This discussion teaches participants how to leave a lasting impression that makes callers want to call again. Telephone etiquette remains important for children and adolescents to learn. Start by ensuring that everyone on your staff delivers excellent customer service with every phone call. Do the people who answer your phone appear empathetic? Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. “Shawn was an excellent facilitator. Michael O., Staff Relations Representative, The Cheesecake Factory, Business Etiquette, Civility, and Professionalism, Leadership for Customer Service Leads, Supervisors, and Managers, Critical Thinking and Problem Solving in Customer Service. Please contact us to speak with a facilitator about your needs and bringing training to your organization. Our telephone skills training can help you overcome the challenge of becoming an effective representative of your organization. He’s a very talented and engaging trainer, and he was able to get even our toughest employees to participate. I saw people taking notes that I never would have imagined would be engaged. She was approachable and easy to relate to and was able to illustrate the points in a way that the team understood.”, “The course was high-quality, first-class, first-rate, superior, fine, excellent and hence forth. Never call any person at odd hours like early morning or late nights as the person will definitely be … The training was well presented and held the group’s attention. When patients call the physician’s office, they expect a certain etiquette and for the medical office administrative assistant’s undivided attention. When you talk with something in your mouth, it sounds as though you have a mouthful of MUSH. It can be hard not to do this, but train your … Lecture-based training that’s too academic, not practical, and doesn’t connect to life in the workplace. We really, and I seriously mean this, enjoyed him. Correct telephone etiquette also reflects well on the organization. Telephone Skills Training Want to encourage repeat business, better customer relationships, and strong word-of-mouth about your company? There's no quicker way to distinguish your brand than by treating customers with great care and respect. He got rave reviews from the participants.”, “I have been in several training sessions, and I have to say this has been the best one. We had plenty of great feedback from fellow colleagues regarding the presentation, and we’ve already had individuals implementing information they learned from the presentation. Etiquette 101 is an overview of today's etiquette rules, updated for today's fast-paced lifestyles and ever-changing codes of conduct for work and leisure. The Success with Etiquette™ Training Program syllabus is customized to your specific needs and we offer you the flexibility to add or highlight topics related to your particular situation. Thank you, Greg!”, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! He was fantastic, and I have received great responses from the participants about the training!”, “I’m usually quiet in group discussions, but I enjoyed this course so much, I participated quite a bit.”, “I just wanted to send out an email to express our appreciation for the service that Greg provided. Regina’s materials were relevant to our jobs. He was a very motivated and inspirational speaker. We are excited to use the tools created by zombies. She was an incredible speaker and her ability to educate is a show stopper. It can … Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. In control? A proven series of skill-driven training videos which cover the spectrum of customer service, customer success, client retention, help desk, telephone training and call center skills. What is Telephone Etiquette Training? Never interrupt. Telephone Skills Training Programs The Phone Skills Trainer® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone. Kaisha W., HR Training Coordinator, Natgasoline LLC. Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc. Mia C., Division Chief, Business Management, US Mint, Robin A., Manager, Talent Development thyssen-krupp Elevator, Brian Howard, Training, Coordinator, LM Wind Power Blades, Moneke K., Administrative Coordinator, USPS, Sharon M., Quality Manager, Northern Valley Indian Health, Saba B., Project Coordinator, Peel Addiction Assessment & Referral Centre, Kelly D., Training and Development Program Specialist, Major US Insurance Company, Shirley B., President, Universal Cargo Management, Elizabeth T., Assistant Professor, Baylor College of Medicine, Irene R., International Business Development Coordinator, Zippo Manufacturing Company, Lianne W., Corona University, Naval Surface Warfare Center – Corona, Kristy C., Executive Assistant, Oak Park Place, Jonathan T., Employee Development Specialist USCPSC, Kale B., Global Quality-CI Manager, KMG Chemicals, Paulette B., Personnel Services Supervisor, St. Johns County Board of County Commissioners, Christy S., Sr International Business Development Manager, Zippo Manufacturing Company, Cindy T., Administrative Assistant, Cutanea LIfe Sciences, CEO of a US-based Hospitality Group (after receiving Executive Presentation Skills Training). He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.”, “Kate rhymes with great, and that’s what she was. In this unit, participants will learn phrases that convey professionalism, warmth, and helpfulness. Students learn the most basic, but most important time tested techniques in handling phone calls. He started the session telling his own story. Special emphasis is placed on learning to say “no” in ways that reduce conflict and eliminating phrases such as “that’s not my job” and “I don’t know.”. That’s why we developed our online learning solution to provide the best possible e-learning experience while also making the training extremely affordable and flexible.So the choice is yours, and no matter what training format you choose, you can be assured that every training dollar and hour you spend with us will be a solid investment. 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