The telephone is the medium through which potential customers make their initial contact with your organization. A pleasant experience can determine whether or not they become customers. An unpleasant experience can cause not only the loss of this customer, but may also result in eliminating other potential customers – as these individuals relate their negative experience with your staff to others. How powerful can word-of-mouth be? One thoughtless, careless or untrained employee can drive away more customers (revenue) than ten salespeople and your best marketing efforts can generate. Hence, the manner in which your staff uses the telephone could mean the difference in increasing revenues or producing mediocre income.
In today’s highly competitive marketplace, more and more customers recognize that they do have a choice. Even customers who have been around for years can become disgruntled and go elsewhere if not treated properly over the phone.
In a way that is both educational and entertaining, Cathy Harris, in Profitable Telephone Techniques, shows your staff how to be courteous and pleasant on the telephone. In this provocative, engaging session, staff members will explore the personal benefits to treating every caller like a million-dollar jewel.
A few of the topics covered include:
- Polish Your Professionalism
- Winning Attitude
- Telephone Friendliness
- Handling Irate Customers
- Addressing the Caller
- What Callers Hate
- Phrases Never to Use
- and more…
Activities, Exercise, Fun!
Cathy Harris is a professional speaker, trainer and consultant dedicated to producing profitable outcomes in the workplace. She is president of C. Harris Companies, Inc. Cathy developed this Profitable Telephone Techniques workshop with experience she earned on the front line. In addition to her twenty plus years as an exceptional salesperson and five years as a competent trainer, she served as a long distance operator for South Central Bell Telephone Company.
Many companies including Brook Staffing, The U. S. Department of Agriculture, Loyola University School of Law, The U. S. Army Corps of Engineers, and others have recognized her for her effective workplace training.
Profitable Telephone Techniques can generate new customers and increase your repeat and referral business.
This workshop is packed with information, activities and exercises that will allow participants to not only learn effective use of the telephone, but to retain the knowledge and put it to use right away.
Each program is custom-designed to meet your organization’s specific needs.
Let Cathy Harris guide your staff in making your business more profitable while making thier workdays more rewarding.