Training

I am a trainer at heart. I love to share my experiences with the telephone and enjoy watching and hearing my students (of all levels) realize how one simple change to what they say can make a world of difference to their telephone experiences.

My style of training is open, friendly and effective. . It is not a lecture, but a mutual journey. I pride myself on both my questioning and listening skills and these are put to work at all times. You should never stop doing both!

Training is a mix of sharing, workbook and role plays. Each student prepares their own workbook and finishes the training with a document that they have created.

Basic Communication Skills necessary for good telephone conversations

Incoming Calls: What do they need to hear and using the callers'    name.
Speaking Clearly and Concisely
Speaking at the right pace
Listening, listening and more Listening
Making Notes
The Right Question at the Right Time
Summarizing

Basic Sales Skills

To include all Communication Skills
Outbound Calls: The right introduction for the right result
Features and Benefits and Needs
Matching
Questions that create an even better picture
Handling the road blocks
The top 6 barriers you'll have to plan for all the time
The Call Guide for you
The Close and the real close

Customer Service Skills

The Basic Communication Skills are required for good Customer Service. An understanding of why the customer is calling is crucial to good customer service and here questioning and listening are required.

An appreciation for what has prompted that call and what is really going on in the customers mind is critical and will be discussed.

Finally, using the customers name as an aid to effective Customer Service will be reviewed and practiced. How you say their name and when you say it is vital!

Never having to say "I Understand" (more than once or twice, of course)…..ever called one of the top 3 telecommunications or it companies for support, this will make sense.

For smaller companies, individuals or as an addition to training, Kathy offers coaching to support these situations: www.thetelephonenanny.com

"Listen Twice as much as you speak"

We provide telephone coaching and telephone training so that you cn improve your telephone skills and results by telephone. We work with inside telephone sales and inside sales coaching as well. We service Clearwater, Pinellas Park, Largo, Tampa, Palm Harbor, Tarpon Springs and the Tampa Bay area.

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