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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.
2011 Public Workshop Titles and Schedule Below.
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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2011 Workshop Schedule:
8:00 A.M. - Noon.
August 24, 2011
Cost: $190.00
Location: First Floor Conference Center, 2300 Windy Ridge Pkwy, Atlanta GA 30339 |
Exceeding Customers Expectations (Delivering Proactive Service and Six Steps to Service Recovery)
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 : |
 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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2011 Workshop Schedule:
1:00 P.M. - 5:00 P.M.
August 24, 2011
Cost: $190.00
Location: First Floor Conference Center, 2300 Windy Ridge Pkwy, Atlanta GA 30339 |
Coaching for Managers Workshop
Purpose:
This workshop will give you a practical approach to improving employee performance and helping your employees take ownership of their own performance and career goals. You will learn skills and techniques to practice coaching as a management /supervising function. You will also explore the differences between training, coaching and counseling, and then identifying which mode is most appropriate when working with each employee on specific development goals. |
| Skills Learned : |
 Learn add on and soft question techniques to raise sales. - Coaching as a management/supervisory function.
- The difference between training, coaching, and counseling
- Achieve employee buy-in and understand its significance
- How to respond if coaching isn't immediately effective
- Developing valuable skills from real-world role-playing exercises
- How to achieve top performance from each employee
- Manage staff to deliver consistently excellent service
- Primary skills of an effective coach.
- Application of the four-step model (the Four Cs) for effectively coaching employees.
- Pre-work is required to prepare for our one on
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2011 Workshop Schedule:
9:00 A.M. - 1:00 P.M.
April 20
Cost: $289.00
Location: 5815 Windward Pkwy, Suite 302 Alpharetta, GA 30005 |
REGISTRATION INFORMATION:
Cost per workshop: $190 How to Impact the Customer’s Perception of Your Organization workshop and Exceeding Customers Expectations workshop and $289 for the Coaching for Managers Workshop
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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Request a Free Preview of the Telephone Doctor DVD Training Program by simply filling out our short request form. (just click above)
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VIDEO
LIBRARY
Simply put, this series of classroom training tools will
add instant credibility and proven content to your next customer service workshop,
staff meeting or training class. The comprehensive collection of titles will give
your trainers, managers and supervisors the flexibility to train on a variety of
subject for months without ever repeating. In addition, this material will save hundreds
of hours of preparation time. These DVD video programs are equally effective in a
self-study environment, for employees who choose to learn on their own or are located in
a remote location.
The Complete DVD Training Library Library includes 18 skill-driven
customer service training modules. Individually, these titles are $495 each and most
organizations choose to save nearly 50% by ordering the Complete DVD Training Library Library for
$4,490!
Each video training module in this series features
broadcast-quality production values and includes a comprehensive leader's guide to ensure
the facilitation goes smoothly along with 25 desktop reminder cards so your team can take
the teaching points from each module back to their work area for reinforcement. Each title
also includes one-year duplication rights for the accompanying participant workbooks with
the option to renew after that period.
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