Workshops or Keynotes Presentations
(60 – 90 minutes)
Did you know that you are limited to about 40 percent of your ability to get a message across on the telephone? Your customers don’t have the benefit of a nice firm handshake; they can’t see a smile or how well you’re dressed; no body language to read; no facial expressions for cues. You only have your audible senses at work. As a result, the telephone skills of every employee are critical. To read a description of any of these programs, just click on the name!
Telephone Imagery: How Does Your Customer See You?
Most of us draw mental portraits of our customers or prospects on the telephone, often establishing long-term working relationships without having met them. Indeed, we’re quick to visualize the person on the other end of the telephone without realizing that same person is drawing a mental portrait of us, too. How does the person on the other end of the line perceive you? Do you project professionalism? How well do you demonstrate characteristics that create a positive image your customers will remember with pleasure? Have you thought about your physical posture, voice inflection, courtesy, vocal tone, rate of speech—and are you understandable? Do you give the impression you’ll go the extra mile for customers?
A great program to discuss characteristics that enable you to paint a self-portrait of professionalism for your customers on the telephone.
“I took Jeannie Davis’ program called Telephone Imagery: How Does Your Customer See You at the National Association of Realtors convention in New Orleans. I found the information to be very relevant and Ms. Davis’ teaching style to be dynamic and easy to understand.”
Sarah J.
Broker/Owner
Johnson Home and Land
You Seem to Have Mistaken Me for Someone Who Cares!
Everyone in an organization is a salesperson and the impression, positive or negative, each person makes is an advertisement for the company. This can add up to hundreds or thousands of advertisements delivered each day.
Have you ever taken a negative attitude to work? If the workday progresses without a hitch, chances are your attitude will improve. But, if your day is riddled with irate callers, tight deadlines, too many meetings, conflict or delays, it’s likely you’ll have a worse attitude than the one you had. Everyone experiences bad days—times when you’re not at your best. It’s easy to forget how productivity and customer relationships suffer because of a negative attitude.
An excellent program to motivate your employees and reinforce your corporate mission statement! Your people learn the value of building customer loyalty by putting a smile in their voice, looking good to themselves and demonstrating a “can-do” attitude.
Building Your Company Image and Making the Right Connection
Your attitude impacts the level of customer service you provide. It even impacts your ability to successfully sell your product or service. It’s imperative you treat customers with respect and give them more than they expect. Make their experience of dealing with you and your company as pleasant as possible. Building a rapport with your customers takes more than just being friendly, courteous and kind. It involves meeting others at their model of the world and matching communication output to the way the other person naturally inputs information. Enhance your ability to communicate effectively by understanding auditory, visual and kinesthetic communication preferences.
Jeannie will share some thought-provoking insights about positive attitudes and preferred communication styles that can help your organization build its company image and make the right connection during every telephone customer interaction.
Need a special customer service workshop or keynote? Contact Jeannie!