Module 7: Getting Referrals
- Referrals Introduction
- The Best Time to Get Referrals
- Asking For a Service Evaluation
- Sharing Gratitude
- Asking for Advice
- Taking Action to Capture a Referral
- Reporting Back on Outcomes to Clients
- Referral Rewards
Module 8: Telephone Skills Training
- Telephone Skills Introduction
- Your Signature Greeting
- Using the Client Preferred Name
- Gratitude Again
- Empathy for Words & Tone
- Being a Service Personal Concierge
- Articulate your Service Vision
- Giving Economic Service Choices
- Capturing the Opportunity
- Offering Additional Complementary Items
- Placing Clients on Hold
- Preparing Your Call Center Environment
- Using Telephone Scripts
Module 9: Telephone Skills Capturing Essential Client Info
- Capturing Essential Information Introduction
- PC Entry vs Paper
- Requesting All The Client Names
- Capturing Phone Numbers to Call & Text
- Capturing Emails
- Capturing Billing & Job Addresses
- Marketing Information
- Getting Payment Information
- Summarizing Information Collected
- Sharing the Next Steps or Progress Reports
- Ending with a Magic Moment
- Essential Client Notes to Put in the History File
- Creating a Service "Breadcrumb" Trail
Module 10: Handling Objections
- Handling Objections Introduction
- What is a REAL Objection?
- Never Answer Unasked Questions
- Remembering Only What You CAN Do
- Clients Who Are Confused
- Clients Who Hide Behind Third Parties
- Clients Who Want To Think It Over
- Price Objections to Initial Fees
- Price/Value Complaints to a Service Purchased
- Ballpark Price Requests
- Clients Asking for a Price Match
- Senior or Military Discount Requests
- Take It Leave It Price Ultimatums
Module 11: Service Text & Chat
- Opportunities to Use Text & Chat in Service
- Using Text to Give Clients Freedom
- Booking Clients via Chat Protocol
- Text Marketing Opportunities
- Text & Messaging Enterprise Tools
- Creating Authentic Canned Responses
- Transferring Your Chat
- Converting Callers to Buyers with Call-To-Action
DAY 3 AGENDA
Module 12: Service Loyalty Programs
- Loyalty Programs Introduction
- Program Design Do's & Dont's
- Offering the Loyalty Program Prior, During & After the Call
- Discount vs Bonus as a Benefit
- How to Do "Front Of the Line" Service
- Managing Your Loyalty Service Program
- Expected Results from the Program
- How to Manage the Revenue from the Program
Module 13: Outbound Telephone Campaigns
- Outbound Telephone Campaigns Introduction
- Creating Outbound Calling Campaigns
- Scheduling Outbound Calling Campaigns
- Creating Successful Outbound Call Scripts
- Blitz versus Trickle Calling
- Creating the Perfect Calling List
- Legal Matters to Consider When Calling
- Using Outbound Calls to Match Up with Your Revenue Goals
Module 14: Dispatching Your Field Staff Profitably
- Golden Rules of Dispatching Introduction
- The Effect That Speed has on Results
- Schedule & Dispatch Room Security
- Appropriate Dispatcher Verbal Responses
- How Much Info to Dispatch Your People?
- High Leverage Accountability Stopping Points
- Selecting the Right Person to Maximize Opportunity
- Dispatch Debriefing & Call Close Out Info
- Creating a Flex Schedule to Minimize Overtime
- After Hours Call Taking Strategy & Opportunity
- Timing of Delay & Reschedule Calls
- Creating a Service Ability Report
- Tracking & Reporting Service GAPS to Improve
- Using GPS to Create Efficiency
Module 15: Utilizing a Client Priority Score System
- Client Priority Score Introduction
- Rating Opportunity Urgency
- Rating Client Home Warranty Opportunity
- Impact Of Client Finance-ability
- Identifying Premium, Mid-range & Economy Clients
- Getting All Decision Makers Present
- Service Agreement History Factor
- Desired Outcome Factor
- Creating & Posting the Priority Score
Module 16: WOW Service Opportunities
- Dealing With Happy Clients
- Showing Appreciation
- Client Testimonials & Case Studies
- Passing On the Praise
- Doing Happy Client Focus Group Studies
- Holding Client Appreciation Events
- Giving Out Company Swag
