|
Every call impacts your bottom line in one way or another. |
 |
Designed to make customer service a revenue center,
T.H.A.N.K.S.©
is a call management process that teaches customer service
representatives how to manage each phase of the typical inbound call for
improved call efficiency, increased customer satisfaction, and
additional revenue production using up-selling and cross-selling
techniques.
This easy to learn and apply call management process is based on the analysis of thousands of inbound customer service calls in a wide variety of industries and markets worldwide. The soft skills associated with providing excellent customer service are blended in with the tactical call cycle skills in a common sense way that causes course participants to quickly embrace the T.H.A.N.K.S.© process.
Our customization process includes researching your products and
services, markets, customer base, sales and customer support teams, and
your competitive environment – one more reason our training programs
typically produce significant bottom line results in a short time frame.
Our post-training support is custom designed to meet your
specific requirements and may include 24-hour accessibility via phone or
internet, working in the field with sales personnel and other on-site
consultations.
 |
Thank the caller for
calling · greeting content · attitude · volume - pace - enunciation |
(5.8 MB in Windows Media format)
|
 |
Hear the caller out
· don't Interrupt · listen effectively and actively · don't assume - remain unbiased |
|
 |
Acknowledge, assure, and
ask · acknowledge and assure you can help · apologize, empathize, and assure if a problem · ask to confirm/acquire details |
|
 |
Needs fulfillment
· present solution · gain agreement · define action plan |
|
 |
Keep the responsibility
· execute action plan · follow-up · reassign responsibility as required |
|
 |
Sell something extra
· up-sell/cross-sell · sell yourself and your company · seek feedback |
