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
