EGIA Contractor University

Educational Workshop

How to Build World Class Customer Service & Dispatching

April 23, 2018 - Malvern, PA

Get all the tools you need to master call handling and book every call, while offering customers a WOW experience over the phone! In this dynamic course, you will learn a proven call handling process, as well as how to promote and sell service agreements on both inbound and outbound calls – a technique that could quite possibly double dealer service agreement sales OVERNIGHT!

During this presentation, you will learn:

  • Competency & Muscle Memory – Learn and develop the aptitude you need to effectively follow Power Selling Pros’ PROVEN call-handling process.
  • Confidence – Give new trainees and experienced call handlers alike more confidence and the ability to control the outcome of each call.
  • Customer Sensitivity – Increase call handler sensitivity to customers’ needs – attendees will learn how to listen more effectively and increase their emotional intelligence.
  • Proven Process – Trainees will learn our proven process and commit it to memory so that booking calls and wowing customers is intuitive on EVERY call.
  • Service Agreements – Course attendees will learn how to promote service agreements – and close them – over the phone.

This course can give your company culture a positive boost, increase trainee incomes, and bump up dealer sales. It is essential training for you and anyone in your office who answers the phone!

More Information

Course Materials

  • Course Manual/Workbook
  • Documents on Customer Service and Technician Training
  • Powerpoint Slides – “WOW Experience” Presentation From Power Selling Pros’ Brigham Dickinson
  • Powerpoint on Customer Service Excellence in a Business

Who Should Attend?

  • Owners of Trades Businesses
  • Service Managers
  • Call Center Managers

What to Bring

  • Core Values of the Business Defined If Available
  • Open Mind
  • Written Dispatching Procedures as They Exist Today in the Company

Follow-up Homework

  • Define the Company Vision
  • Define Core Values and Behaviors
  • Write a personalized telephone script
  • Consider a Secret shopper process
  • Train Daily/Weekly Behaviors to Support Core Values
  • Establish a Training Plan That Aligns Brand Experience With the Work Training
  • Implement a Customer Service Follow-up Plan

Presenter Bio

Stephen Dale

Trainer & Coach, Power Selling Pros

Stephen Dale brings over 15 years' experience as an operations manager in the home services industry. Working for two large MEP companies in the Dallas, Texas area where he grew up. Stephen has been a Coach and Trainer with PSP for over two years. Having experienced the training from PSP as a contractor, Stephen believed in the program so much, he reached out to Brigham seeking to partner with PSP. Stephen's diversified empirical knowledge is derived through extensive training from the following operations: Nexstar Network, Service Nation Alliance, Business Development Resources, Anthony Robbins Corporation, Airtime 500; just to name a few. Stephen holds a MBA from Texas A&M and a B.A. from Abilene Christian University. Stephen's training style is unique through his ability to connect with others at all levels through humor, knowledge, and class participation. Stephen's passion for the Home Services Industry illuminates through his ability to discover client's pain points and help provide solutions for success together.