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Half Day | Max. 10 Participants
Workshop Outcomes
- Understand the link between the first impression and customer attraction
- Make an impressive first impression
- Portray a professional voice over the phone
- Ask quality questions to discover needs and control the enquiry
- Actively listen to project a caring attitude
- Use customer focused language to convey a yes-we-can attitude
- Make successful follow up calls
Topics Covered
- The importance of first impressions
- Your voice tone
- The 5 steps to professionally managing calls
- Using customer focused language
- Quality questioning and active listening
- Outbound calling
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to Face
- Virtual
Overview
It’s a buyer’s market in these tough competitive times and staying ahead of the game in business is a never-ending challenge. With the massive marketing investment required to attract new customers, your telephone, email, and web enquiries are GOLD!
Potential customers are searching for a business they can rely on and trust. One that makes it easy for them to get what they are looking for. Knowing how to make your business the obvious choice will help convert those valuable enquiries into more sales and boost your profits. In this exciting experiential workshop, your people will learn strategies they can easily implement in the workplace to make your business the obvious choice, boosting ROI on your marketing investment.
Workshop Outcomes
- Understand the link between the first impression and customer attraction
- Make an impressive first impression
- Portray a professional voice over the phone
- Ask quality questions to discover needs and control the enquiry
- Actively listen to project a caring attitude
- Use customer focused language to convey a yes-we-can attitude
- Make successful follow up calls
Topics Covered
- The importance of first impressions
- Your voice tone
- The 5 steps to professionally managing calls
- Using customer focused language
- Quality questioning and active listening
- Outbound calling
Who is this workshop for
Managers, Teams, Call Centres, Receptionists, Business Owners
Handouts/materials provided
Training notes
What to bring
Pen
Facilitator
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
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