Office Staff / Client Service
|
HOW TO
HAVE FUN |
Are
You Ready To Be More Effective
with Customer Service and Phone Work?
The phone rings….What kind of person will be on the other end this time?
You’ve talked to them all. So have I. The yakker – The detail freak – the quiet, unemotional monotone – The get it done ASAP demander – The whiner… Each one is different, yet your challenge remains the same. How do you turn these people into happy, satisfied clients? How do you keep them?
Appeal to Each Buyer’s Style
The answer is in understanding behavioral styles, both yours and your clients’. Effective customer service begins within the first few moments of contact. Is the caller argumentative and brisk or cautious and controlled? Does he make lots of small talk or is he direct and to the point? Does she seem enthusiastic or is she restless and interruptive? You must be able to quickly recognize the various styles of others and adjust your own behavior to each style in an appropriate fashion. Understanding style and allowing others to “somehow feel comfortable with you” is critical to a happy, profitable long-term client relationship, not to mention appreciation to ‘you’ for being an extremely effective and valuable employee.
Here’s What
You Will Accomplish
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Increase your ability to make people happy with your services, through the use of style identification and adaptation.
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Easily learn to speak your caller’s language to establish successful outcomes for all involved and have fun in the process.
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Become a valuable and appreciated asset to your team, department, company or employer as well as a rare, educated, marketable professional.
Virtually No Loss in Work Time
This “QuickStart” Course will employ a blended learning approach using the Internet and telephone as the primary communication tools. In this way, you can learn on your own time with no valuable work time spent in classrooms. You will complete your sessions independently using the Internet to access online assessment and e-learning courses as well as written worksheets, action planners and development plans. You will participate in private “PhoneCoach” meetings with me, Pat, your personal “people” coach. This is an excellent opportunity to put your new skills to work, ask questions, design new service strategies unique to our your industry, and share intense conversation time with someone who has successfully “been there and done that”. As your coach, I provide the qualities of listening with extreme interest, accountability, and the important aspect of seeing that your intentions move forward quickly and profitably.
Discover the
Secrets That Few People Know
The “How
To Have Fun While Being Extremely Effective Dealing With People”
course offers insight into your own behavioral style through the use of a
reliable, valid and historically recognized personal profile assessment. After
you take your own Personal Assessment, you will:
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Learn an easy and fun system that helps to recognize and categorize the different styles of behavior observed in others.
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Experience an interactive E-Course, endorsed by Lou Holtz, that reinforces your understanding of behavioral styles. You will have access to this online course for one full year and can use it any time you feel the need for a refresher course.
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Appreciate how personal styles affect your client interactions and learn to react and match your style to that of the client.
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Compare your own natural style with that of your clients, to learn how to adapt your style in order to communicate effectively, resolve client issues and end all calls or contact on a happy note. Note: Your clients will love your unusual ability to instinctively know how to deal with them during a potentially frustrating time.
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Take these skills and apply them to the telephone. You will be thrilled with your newly found ability to read a person’s style over the phone. The practical application will help you get past any call reluctance you may encounter, either when initiating or answering the telephone.
Your Future Is
Now
Throughout the entire journey, you and I will have one-on-one telephone sessions. These conversations will lead and guide you at your own pace yet will hold you accountable and keep you on track for the results that are easily attainable. By the end of this “QuickStart” course, you will have a solid understanding of your own personal style and the various, differing styles of your prospects and clients. You will be able to quickly identify these styles and deliver appropriate reactions that will increase your confidence and your customer’s satisfaction. You will be ready and able to
Have Fun
While Being Extremely Effective With People!
Yes, Pat, I am ready to Have Fun!
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copyright 2007 Succeed with Style©
New Worksite Marketing Book!
Published by Pat Redic and
Millennium Star Publishing
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"I can't help the way I feel right now, but I CAN help the way I think and act."
Pat's favorite affirmation from AiA - allows you complete control of your emotions and enables you to determine exactly the kind of person you want to be. This is called self management.
The first three seconds of contact influence client satisfaction more than every minute of service that follows.
An Outstanding Personality:
Someone who makes everyone feel comfortable.
No matter what you're doing in business - selling, buying, negotiating, analyzing, or managing - this may be the most essential trait. You have to be able to connect with the people you encounter, every hour, every day.
Almost all problems in listening can be overcome by having the right attitude. Remember, there is no such thing as an uninteresting person, only a disinterested listener.
To the extent that you give others what they want, they will give you what you want.
The quality of our expectations determines the quality of our actions.