EGIA Contractor University

Educational Workshop

How to Build World Class Customer Service and Dispatching

March 26, 2020 - Kenner, LA

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.

Objectives


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

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

powersellingpros.com

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.