FAQ

    • Digital Marketing
    • SEO - Search Engine Optimization
      • White hat
      • Grey hat
      • Black hat
      • Search Engines Algorithms
    • SEM - Search Engine Marketing
      • Organic
      • Paid
        • PPC
        • Doubleclick Bid Management
        • YouTube Paid Adverts
        • (+) SMM Paid Adverts
    • SMM - Social Media Marketing
      • YouTube
      • Facebook
      • Twitter
      • Linkedin
      • Instagram
    • Wordpress website creation
      • Static
      • Dynamic
      • E-commerce
    • Making Money Online
      • Adsense
      • Blogging
      • Third Party Affiliates
      • Amazon, ebay, Flipkart, Snapdeal,
    • Machine Learning
 
Digital Marketing (Individual modules), Business Development & IT Training Only for Professionals
    • Customer Service Training
      • Voice Projection and Style of Delivery
      • Opening Statement: “The First 30 Seconds”
      • Call Objective Planning
      • Qualifying and Understanding Your Customers
      • Effective Listening Exercises
      • Help Desk and Technical Support Call Handling Procedures.
      • The Presentation “Develop Scripts” and use them as “call guides”
      • Probing Questions To Build Rapport
      • Qualifying, Establish Wants, and Create The Customer’s Needs
      • Features vs. Functions vs. Implied Benefits vs. Stated Benefits
      • Train Secretaries On How to Effectively Screen Calls
      • How To Avoid Repetitive Unwanted Calls
      • Describe Customer Scenarios to Improve Customer Outcomes
      • Handle Callers Who are Rude or Too Aggressive
      • Interpret, Narrow Down, Understand, and Overcome Objections
      • Cross-Selling Techniques That Are Customer Service Oriented
      • How To Validate Your Claims
      • Become A Problem Solver
      • How To Be Assertive and Not Aggressive
      • Train and Improve Customer Care Calls
      • Turning Challenging Customers Into Satisfied Lifelong Relationships
      • Controlling The Conversation While Servicing Your Customer
      • The Do’s and Don’ts Of Customer Service and Telephone Etiquette
      • Handling Inbound Activities More Efficiently and Professionally
      • Selling Your Ideas and Offering Solutions Without Being Intrusive
      • Powerful Closing Techniques That Never Get Resistance
      • Meet the Customer's Needs without Compromising
      • Decreasing Cancellations, Dissatisfied Customers, and Customer Attrition
      • Transferring and/or Forwarding Calls More Efficiently
      • Excel In Your Internal Communications
      • How To Properly Place Customers On Hold
      • How To Effectively Handle Past Due Customers and Collect
      • Self-Motivational Tips To Reduce Customer Service Agent Burnout
      • Defusing The Anger Of Irate Customers
 
  1.  12 STEPS TO SUCCESSFUL CUSTOMER SERVICE
- 12 Step Program - 5 Objection Handling Methods - 9-12 Hours of Instruction                                            - Motivational Techniques - Documentation & Review - Time Management - Training Manual and Handouts                                   - Organizational Skills - Personal Role Play and Evaluations - Documentation of Activities and Recommendations - Objection Hot Line Access for Management
  1. CUSTOMIZATION and SCRIPTING
- Customization of 12 Steps                                              - Probing Questions - Classroom Preparation                                                    - Features, Functions & Benefits - Script Development                                                         - Objection and Answers Developed - Forms
  1. INDIVIDUAL INSTRUCTION and GROUP SESSIONS
- Personal Hands On Training - Live Evaluation - Individual Documentation                                           - Individual & Group Role Plays - Call Monitoring and Coaching                                    - Critique Voice Inflection - Production Analysis and Ratios                                  - Overall Assessment With Management - Overcoming Fears and Building Self- Confidence  
  1. REFRESHER COURSE
- Overcoming Objections and Individual Concerns - Introduction of New Information - Personal Listening and Role Play Evaluations - Individual Evaluation of Implementation of  “12 Steps”
  1. TRAIN THE TRAINER
- “12 Step” Custom Lesson Plan                                     - Listening Exercises - Role Play Activities                                                          - Coaching Techniques - Management Evaluation                                             - Documentation & Review - Policies and Procedures (optional)                             - Motivational Techniques - Trainer’s Manual                                                              - Organizational Skills - Time Management                                                            - Online Monitoring and Trainer Evaluations
  1. ASSESSMENT and CONSULTATION

  • Meeting with Upper Management
  • Agent Coaching
  • Tour Of Call Center and Other Related Depts
  • Monitor and Evaluate Agents
  • Recommendations and Propose Training Options
  • Review and Assessment of Upper Management
      • Inside Sales Training Workshop Outline:
      • Voice Projection and Style of Delivery
      • Accent Reduction Training Program
      • Opening Statement: “The First 30 Seconds”
      • Call Objective Planning
      • Qualifying and Understanding Your Prospects and Customer Base
      • Effective Listening Exercises
      • The Presentation: “Develop Scripts” and Use Them As “Call Guides”
      • Probing Questions To Qualify and Build Rapport
      • Qualify, Establish Wants and Create Needs For Your Products/Services
      • Features vs. Functions vs. Implied Benefits vs. Stated Benefits
      • Interpret, Narrow Down, Understand and Overcome Objections
      • Up-Selling Techniques That Are Customer Service Oriented
      • How to Validate Your Claims
      • Controlling The Conversation While Servicing Your Customer
      • The Do’s and Don’ts of Customer Service and Telephone Etiquette
      • Handling Inbound Activities More Efficiently and Professionally
      • Establishing Rapport and Building Long Term Customer Relationships
      • Selling Your Ideas Without Using Typical Sales Approaches
      • Powerful Closing Techniques That Never Get Resistance
      • Trial-Closing Questions To Increase Your Bottom Line
      • Decreasing Cancellations To Under 2%
      • Setting Goals and Achieving Them
      • Self-Motivational Tips To Reduce Agent Burnout
      • Getting Agreements Throughout The Presentation
      • Secretarial Screens to Get Past The Gatekeeper
 
  1. Training Workshop - "12 Steps" To Successful Telemarketing and Sales
Each participant will receive 18 hours of instruction; The Telemarketing Workshop includes: Lectures, Listening Exercises, and Role-Play Sessions.
  1. Customization and Scripting
Training Workshops are customized to meet the objectives of your department(s). Scripts; Objections; Probing questions; Features, Functions, & Benefits are tailored to insure effective implementation of the training program for immediate results. Customized forms for effective performance tracking and recruitment are included.
  1. Individual and Group Instruction
Once the initial course has been completed, an individual session is held with each course graduate. Personal assessments will be made while students are participating in their everyday prospecting activities. Each student is provided with a personal evaluation of their skills, techniques, and adherence to the principles of the “12-Step Training Platform”.
  1. Refresher Course
The Refresher Course is recommended 30 days after the initial training course has been completed.  The course reinforces the “12-Step Training Platform” and allows the student an opportunity to "fine tune" any difficulties they may be experiencing.
  1. Train the Trainer
It is essential for management to be skilled in the techniques taught in the course in order to encourage, motivate, and ensure implementation of the “12-Step Training Platform”. This will help management to facilitate the recruiting and training of new employees, and give control and consistency in the training and implementation of skills and techniques. It also enables all employees to follow one concise proven program, offering maximum results, and continuity.
  1. Assessment and Consultation
An Assessment determines the current status of your Call Center and the steps needed to improve its overall production. This Assessment will evaluate the methods and systems used and the skill level of your TSRs/CSRs. Hiring and compensation methods are also evaluated. Recommendations are provided with a verbal and written proposal for training and customiza- tion options. This ensures the best training available for your staff and is completely customized to meet your specific Call Center’s objectives.  
  1. 1.  TRAINING WORKSHOP - 18 Hours of Instruction
- 12 Step Training Program                                            - 6 Objection Handling Methods - Assessment and Review                                                   - Time Management - Training Manual and Handouts                                    - Organizational Skills - Personal Role Play and Evaluations                             - Documentation of Prospecting - Objection Hotline For Call Center Manager                - Activities & Recommendations - Motivational Techniques
  1. CUSTOMIZATION and SCRIPTING
- Customization of "12 Steps"                                    - Probing Questions - Classroom Preparation                                           - Features, Functions & Benefits - Script Development                                                     - Objection and Answers Developed - Forms
  1. INDIVIDUAL and GROUP INSTRUCTION
- Personal Hands-On Training                                        - Live Evaluations - Individual Documentation                                            - Individual & Group Role-Plays - Call Monitoring and Coaching                                     - Critique Voice Inflection - Production Analysis and Ratios                                   - Overall Performance - Overcoming Fear and Building Self Confidence         - Assessment With Management - Accent Reduction Training
  1. REFRESHER COURSE
- Overcoming Objections and Individual Concerns           - Introduction of New Information - Personal Listening & Role-Play Evaluations               - Personal Evaluation Implementing “12 Steps”
  1. TRAIN THE TRAINER
- “12 Step” Marketing Lesson Plan                                            - Listening Exercises - Role Play Activities                                                                       - Coaching Techniques - Management Evaluation                                                           - Documentation and Review - Policies and Procedures (optional)                               - Motivational Techniques - Trainer’s Manual                                                                           - Organizational Skills - Time Management                                                                       - Online Monitoring & Trainer Evaluations
  1. ASSESSMENT AND CONSULTATION:
- Meeting with Upper Management                               - Test Coaching - Tour of Call Center & Other Related Depts.                - Discuss Assessment with Upper Mgmt. - Monitoring & Evaluat TSRs/CSRs                            - Recommendation and Propose Training                                                                                                                   Option

FAQ

Updated on 2017-07-26T14:20:57+00:00, by admin.