Brilliant on the Basics of Customer Service and Telephone Etiquette

(Generic Outline - All Training is Customized for Individual Clients)

All training programs include instruction, interaction, skills practice, exercises and role-playing on various parts of the course.


Introduction to Trainer and Training
    Be Better than Basic - Be Brilliant on the Basics
    Etiquette is not as "Basic" as it May Seem


Understand and Apply Key Elements of Extraordinary Care
    Intention - Be determined in advance
    Relationship - Build rapport with your customers
    Discipline - Be self-disciplined and practice
    Skill - Learn the skills and techniques required


Call Path Control - The LAMAŠ Technique
    What it is and Why it Works!
    L - Listen
    A - Acknowledge
    M - Make a Statement
    A - Ask a Question


Learn What to Say to Keep the Customer Pleased
    Opening Greetings
    Your Attitude is Showing
    Voice, Tone, Pitch and Pace
    Rules of Engagement
    Uncommon Courtesy
    Contraband
    The Name Game
    Posture Perfect


Telephone Etiquette
    Handling the "Hold" Button
    How to Make Transfers to Another Person
    Restate any Agreements or Action to be Taken
    Give Agent Name and Contact Information
    Sell the Next Step in the Relationship
    Thank the Customer
    How to Say Good-Bye


Learn How to Make Offers for Additional Services or Sales
    Transition to Sales or Conclude the Call


We will customize this course to the situations you have exactly. Let us give you a program that will be accepted by your Customers, used by your Agents and retain your Customers for Life.