Our customer service
call center sales training seminars provide you with real-world solutions to help you improve operational
performance and achieve better business results. We are totally dedicated to fostering your development as a call center professional. Our customer service
call center training is used by world-class call centers like American Airlines and other fortune 1000 companies. We are able to draw upon the best-practices, phone skills, communication skills and procedures
used by the largest companies in the US.
Our call center customer service
telephone training program is an intensive instructor-led program delivered at your location. It provides all your call center, help desk and phone professionals with the best-practices and techniques used by world-class call centers. The ultimate goal is to maximize your call center productivity and quality. During our onsite call center customer service
sales training your people will learn how to: Call Center Training • Immediately build rapport and connect with customers • Reduce repeat calls by getting it right the first time.
• Use professional call management procedures to handle every call • Use voice tone, pacing, vocal variety, diction, emphasis and active listening to build empathy
• Disarm unhappy complaining customers with delightful telephone etiquette techniques • Increase call productivity and quality • Up-sell and cross-sell techniques for existing customers. • Customer recover techniques to turn dissatisfied customers into repeat buyers
• Manage stress, self image and attitude problems
Robert Taylor, Author Speaker, Electrifying Sales Trainer, Business Consultant & Executive Coach He graduated from TCU then studied Law
at George Washington University Law School He will shake your company UP
Finally,
sales training taught by an incredibly successful salesman. He earned a generous 6-figure income that put him in the top 1%
income tax bracket from personal sales before
becoming a full time sales trainer in 1993. This training is personally taught by Robert Joel Taylor, a polished sales pro who can transfer his powerful sales skills to your sales people. He has helped 100's
of companies to dramaticallyincrease their sales--sometimes
doubling their sales !He has scores of video testimonials from clients who were thrilled by the results they achieved from his seminar--from Fortune 100
companies like American Airlines and the American Broadcasting Company (ABC) to
small companies of every kind. He is also the author of a best selling
motivational book about how to achieve success. His earth shaking "SuperStars"
sales training seminar will electrify your sales people and will dramaticallyincrease your
sales. It will pay for itself in the first week.
Don't settle for some drone spouting worn out sales clichés get the Best Sales Trainer on the Planet!
He will shake your company UP !
Request a free information package today. Call to speak to Robert Taylor personally
With our customer service call center training, your telephone professionals will
learn the core phone skills and techniques to maintain world-class phone standards. Our customer service call center training empowers your service representatives to up-sell and cross-sell to every
customer and increase customer loyalty. We show them how to make up-selling and cross selling selling a natural part of every service process. In our customer service call center sales training seminar, your agents and phone
professionals will be taught the best-practices of phone skills used by today's world-class call centers and help desks companies, including:
• Proper greeting, request to hold, and how best to transfer calls • Vocal qualities like tone of voice, articulation, pacing, mirroring, enunciation and conversational flow
• How to develop empathy and creative listening skills to build rapport and agreement • Problem-solving techniques, a Socratic questioning approach, and solution oriented conversation
• How to gain customers' acceptance of the agents suggestions • How to politely say no to unjustified requests • Negotiating ski9lls and solutions for difficult customers • How to resolve complaints and save
accounts • How to take responsibility and ownership of all customer requests • How to overcome their natural aversion to selling • How to conduct productive up-selling and cross-selling
We use state-of-the-art learning methods to deliver the customer service call center training that will delight your customers. We use extensive roll play, interaction, skill drills and line practice to
make learning fast, effective, and exciting. We encourage video tapingthe customer service training so you can quickly train future hires using your own video library. We teach 100's of telephone techniques that are specifically related to
your products and services. We encourage team-building activities to make your customer service team more cohesive and company oriented. We provide useful soft tools that will show you how to hire and coach customer-focused employees, monitor agent skill use and provide objective
feedback, measure customer needs and satisfaction, build teams, reengineer phone processes, build internal customer focus. We suggest employee recognition programs that recognize employees who are exceptional. . The result is employee motivation, empowerment,
cooperation, team-work and internal customer focus. We offer the very best in leading edge, high-quality services for call center management professionals. We help individuals and organizations understand
the dynamics of today's customer contact environment to improve performance and achieve superior business results.
How We Can Help Your Call Center
Customer Service Performance.
If your call center is
plagued with turnover, sour apples, attitude problems, inexperienced personnel or undesirable complaints, our results oriented coaching program can diagnose the problems and
prescribe a practical low cost remedy. We’ll provide you with an accurate performance assessment, communicated in a constructive and results-oriented manner that agents, coaches and your
entire organization will find useful.
How does our
Call Center Evaluation Program work?
We spend time on
the front lines working with your customer service call center personnel. We walk a mile in their shoes. It is only by listening to and working with your
personnel that we can objectively uncover the problems of your call center system. We conduct one-on-one counseling and training both for
customer service personnel and managers. We utilize role-play to teach communications that really work. Supervisors, managers and
others responsible for improving front-line agent performance come away with easy-to-implement strategies for becoming better leaders. The result:
Enhanced individual skills that help decision makers implement personalized training
plans
Improved agent performance resulting from
more consistent and effective coaching
Greater understanding of the ways
call center performance affects your entire company
Higher retention levels for employees who
routinely exceed performance expectations
Whether you’re just starting your first call center or you are a veteran call center administrator, you want to improve the system you already have in place.
We teach your supervisors effective call center workforce management practices such as forecasting, staffing, scheduling, and real time management can result in cost
reductions, revenue increases and improved customer loyalty. We will:
Review your workforce recruiting
and management strategy
Observe day-to-day operations and provide recommendations for
improvement
Analyze your methods and recommend ways to increase accuracy
Show your team how to better match schedules with workload demands
Teach your managers and supervisors how to develop staffing projections
Show you how to minimize the "chaos factor" in your
call center
Review the tools used in your center for forecasting,
staffing, and scheduling and suggest alternatives
Analyze your existing call center
operations, technologies, methods, and practices
Identifying ways to reduce costs without
sacrificing service quality or customer satisfaction.
Our call center sales trainers work with you to uncover all cost reduction opportunities.
You’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and
achieve your personal career goals. You’ll discover powerful ways to
Plan and manage call center resources
Meet and exceed service levels
Forecast workload with accuracy for cost-effective staffing
Employ reports that let you monitor performance and measure results
Master the goal-setting process to meet performance objectives
With our call center training, you’ll gain a wealth of benefits including strategies to
Reduce abandonment rates and recover lost customers
Manage a wide range of contact channels
Exceed customer expectations
Raise performance standards
Reduce call center costs and improve your bottom line
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