Your CSRs can and should book at least 85% of your calls, WOW your customers, and uncover additional revenue opportunities if you teach them how.

“But what exactly should I teach them? …. Great question!

This is what we teach your Customer Service Department in our two-hour training class:

• The eight principles that must be at play on all of your phone calls

• What to do when a customer just wants a “ballpark price”

• The right questions your CSR’s should be asking every customer

• How to create an excellent first impression and win the moment with customers

• What to do when the customer says, “Let me call around…

• How to match the customer’s pace and tone

• Strategies for improving the confidence of both CSR and Customer

• How make your phone calls a real “connection,” not just a transaction

• Ways to proactively ask for the customer’s business

• How to reassure the customer so they trust you more than anyone else

• Gathering customer information with accuracy

• Tools to book calls even when you are booked solid

• Ways to communicate your company’s value BEFORE you present pricing

• Strategies to Keep your customers from calling someone else

• The top 20 things you should never say to your customers

• What to do when a customer threatens to hang up over the price

• How to deescalate an angry caller

• strategies for being proactive rather than reactive