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We conduct the Telephone Doctor Workshops that are open to the public on a regular basis. The workshops are conducted at our Atlanta Training Facility. The schedule below reflects the workshops that are currently scheduled.
2010 Public Workshop Titles and Schedule Below.
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NOTE TO ICSA/GA MEMBERS & GUEST
‘EVENT’ REGISTRATION INFORMATION:
Please refer to the following link: http://www.icsageorgia.org/ to obtain specific information regarding the Event for which you are registering.
Once you have obtained your specific Event information, please follow the instructions below to process your registration.
Method of Payment: The Telephone Doctor proudly accepts AMEX, Visa and MasterCard.
Fill out the form below in order to register for the ICSA/Georgia chapter Event. Input ‘ICSA/GA’ in the ‘Workshop Name’ field.
Note: Your credit card statement will reflect a charge to the “Telephone Doctor” in the amount of the registration plus a 4% bank charge.
Cancellations: If you cannot attend, you may send a substitute. If you cancel your registration up to five business days before the Event, your registration fee will be refunded less a $5 processing fee.
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How to Impact the Customers Perception of Your Organization
(Customer Service Skills)
Purpose:
To motivate and teach effective techniques to help build a solid foundation of service that impacts the customer’s perception of your organization. This in turn, leads to new business opportunities with customers and greater job satisfaction for the staff. |
| Skills Learned : |
 Six common errors when dealing with customers.- Effective strategies for avoiding each of those errors on the job.
- The Telephone Doctor’s Three-Part Greeting and reason it is effective.
- “Welcoming phrases” to set the stage for positive interaction with customers.
- How to gently gather information.
- Key principles for dealing with irate customers.
- Understanding and applying the ASAP technique.
- Effective use of the Telephone Doctor’s® Swear Stopper.
- Techniques to avoid making excuses to customers.
- How to better manage stress and emotions in the office.
- How to avoid “Five Forbidden Phrases” that offend customers.
- Effective alternatives for each of those phrases.
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2010 Workshop Schedule:
8:00 A.M. - Noon
June 25
Cost: $189.00 |
Exceeding Customers Expectations (How to Build Rapport and Deliver Proactive Service)
Purpose:
Takes your organization to the next service level by exceeding customers’ expectation! Teaching skills and techniques to be more proactive, seize rapport-building opportunities, encourage add-on sales, assist with the retention of customers, while offering consistent service to both internal and external callers. |
| Skills Learned : |
 Effective techniques to handle difficult customers. - Learn add on and soft question techniques to raise sales.
- How various forms of communication influence all aspects of life.
- Correct techniques for various challenging workplace and personal situations.
- How to avoid de-sensitization.
- Importance of tone of voice.
- Problem solving.
- Differences found in passive, average and proactive customer service representatives.
- Telephone Doctor’s Tools of Proactivity.
- Taking advantage of rapport-building opportunities.
- How to recover business opportunities.
- Managing the feelings of disappointed customers.
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2010 Workshop Schedule:
8:00 A.M. - Noon
June 25
Cost: $189.00 |
REGISTRATION INFORMATION:
Cost per workshop: $189 (includes participant workbook and desktop reminder cards, per topic, continental breakfast and afternoon snack.)
Registration: Call us at 770.442.3365 or click here to register online.
Method of Payment: For Credit card payment - Contact our Atlanta office at 770.442.3365 We accept AMEX, Visa and MasterCard.
Team Discounts: Groups of three or more from the same organization registering at the same time are entitled to a 10% discount. Registration & Payment must be received in advance of the workshop.
Cancellations: If you cannot attend, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.
Please fill out the form below in order to request registration
or more information for an upcoming workshop
To register for our workshops
or learn more about our on site workshops, please call us
at (770) 442-3365 or
email us. We would love to hear from you!
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