Protect your brand and improve customer happiness with professional telephone sales and service skills training.
Our telephone sales training and telephone skills training classes are tailored to your unique business goals and challenges. We design bespoke classes to deliver to your employees, to increase your revenues and profitability.
Our telephone skills training and webinars can help your staff develop professionally and personally. By asking effective sales and service questions, recognising the importance of listening skills, not interrupting and having a pen and paper to hand, your staff will learn how to engage and connect with callers over the phone.
We invert the organisational pyramid to create greater collaboration, improved communication and increased innovation.
As learning organisations, businesses should be human-centred, living and breathing entities and not described as ‘running like a well-oiled clock’, a metaphor that belongs to the 19th and 20th centuries. Unlike their predecessors, they do not need to use carrots and sticks to motivate employees.
Compared to traditional businesses, you can’t wait to buy from, work for and partner with a learning organisation. They create more value every day, which in turn makes them more profitable every day.
Processes for critical growth
Improved alignment across everybody (?)
Improved recruitment and retention
Improved end to end coordination
The Awardaroo! Programme helps you take control of that transformation.
A traditional approach to solving business growth issues is to run a marketing campaign or drive sales harder which is an understandable reactive response. But a proactive focus on business improvement delivers sustainable business growth, fewer working hours and less stress.
An important strength of our business improvement programme is our ability to develop, execute and sustain your business improvement change plans. Increased strength in this area can be transformative for many organisations. Like any change programme, sustaining the change over a long period is the key to success.
Strong leadership is key. Ensuring the management have the required time to lead the change programme is important, if they are overloaded, this can be an obstacle to progress. Our business improvement programme addresses that.
Preparation of the Leadership so they not only focus on the customers’ needs and finance but transformation too
Assessment of the culture for continuous improvement and respect for the individual so it is ready to adopt and transform not stick with past successes
Sustaining a programme approach so it becomes business as usual
Technology review
Consistent messaging
Getting everybody involved to increase productivity and accountability and buy-in for an end to end, enterprise-wide programme.
Establish value chain impacts, value streams and critical paths that may be impacted
● Professional call handling skills
● Listening skills
● Call greeting
● Call closing
● Call ownership
● Call development
● Call goal realisation and success
● Telephone manner
● Call etiquette
● Developing empathy
● Creating a positive impression
● Managing transfers and putting calls on hold effectively
● Effective questioning
We start with the idea that every incoming call is an opportunity which can be maximized. We look at the challenges an agent may have not just from a caller who is unsure of their need, but also the challenges they face within their work environment. We help agents learn to assess the priority of calls and improve their engagement with your customers.
For many businesses, the successful and professional management of incoming sales and customer service calls is critical to their success and growth. We know this, which is why our telephone sales and service training is not a standalone service, but integrated into your wider business.
If you want more engaged employees, delivering better customer service, ABSOLUTELY. Get in touch today and begin with a free consultation.
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