Power Speak! for Telephone Professionals

Description:

If your main exposure to customers or potential customers is on the telephone, then you know
how difficult it can be to try to understand them…their goals, fears and motivations. Trying to deal with the specifics of the call is challenging enough. But when you have to deal with a wide range of emotions and personalities, then your job as a telephone professional can be tougher than it first appears. The most effective telephone professionals take the time to understand not just what the
person at the other end of the line wants, but also how they want to be treated.

The DISC Behavior Model allows telephone professionals, including Customer Service Reps to ‘read’ their customer or prospect. With this information they can then determine the best approach to use based on personality…theirs and the customers, and achieve better rapport and understanding.

Duration: Half or Full Day

Workshop Objectives: This program helps participants to:

• Learn the DISC Behavior Model of human nature and its implications for their
success as a telephone professional,

• Appreciate the need to tailor their conversational style to the preferences of
their telephone customers/prospects

• Learn which conversational strategies are most effective with different types
of telephone customers/prospects

• Quickly apply the DISC Behavior Model on the telephone