EGIA Contractor University

Educational Workshop

How to Build World Class Customer Service and Dispatching

March 19, 2020 - Irvine, CA

Course Objective:

Have you ever called a customer service support line and were unsure if the professional on the other end of the phone was a robot or an actual person? Or maybe you do get lucky and it is an actual person, yet they sound completely apathetic to your situation and like you are imposing on them? This has probably happened to you or someone you know within the last couple of months. Customer Experience is what it is all about in today’s marketplace. Consumers don’t often buy based off of how much something is, they buy off of how they feel and the experience they received. We don’t want you to be just another person who answers a phone. We want you to have all of the skills, education, practice, and support that you need to know how to go above and beyond for your customers. We want you to create WOW experiences. When customers have a WOW experience, they become loyal to you and will come back to you again, and again, and again.

In this workshop, you will:

  • Learn to give customers a positive experience while on the phone.
  • Master the skills on how to overcome pricing objections, work with difficult customers, and book calls even when you’re booked solid.
  • Develop competence, confidence, muscle memory, and understanding of customer sensitivity.
  • Create loyalty and retention by learning best practices in phenomenal customer service.
  • Obtain industry-standard tools to help master call-handling and booking.

Upon completion of this workshop, each phone staff attendee will receive 2 free individual follow-up coaching sessions with call monitoring and quality checking. Both inbound and outbound scenarios are discussed.


  • Understanding the Pattern for Excellence
  • Booking Calls even When Your Schedule is Already Full
  • Handling Price Objections
  • Creating Happy Customers from Angry Customers

Presenter Bio

Erica Leonor

Power Coach and Trainer, Power Selling Pros

Erica Leonor has a passion for teaching people to reach new heights of accomplishment in their personal and professional lives. She is thrilled to coach and train with Power Selling Pros all over the country and empower others with the skills and mindset in providing phenomenal customer experiences. She brings a vast understanding of communication, sales, and personal development to the customer service field. She graduated in Anthropology from BYU-Hawaii, and enjoys traveling and learning about vast cultures all around the world. Erica currently resides in Utah with her husband and they enjoy riding motorcycles together.