What you'll learn
Importance and Mindset of a CSR
The Purpose of a CSR
Professional Greeting Structure
The Impact of One Missed Call
Transferring Calls Using Active Listening
Managing Caller's Anxiety and Phone Etiquette
Critical Information Gathering
Anchoring Client Decision
Professional Wrap Up
Requirements
Basic computer skills
Description
This comprehensive course is designed to help you accelerate and elevate your career as a professional Client Success Hero. Throughout this training series, you will be guided by Jim Cosmas, an experienced and successful client success hero who has trained hundreds of professionals across the country.The course consists of 17 core modules and several bonus modules, each ranging from 7 to 12 minutes in length. These modules are created using a scientific approach to make the content easy to digest, comprehend, and implement. The Client Success Hero Training Series adopts a unique layer and waypoint approach, as opposed to the traditional step-by-step method. This approach helps create a more memorable and impactful learning experience, ensuring that you can easily recall and apply the concepts learned.Throughout the course, you will:Explore the foundations of being a Client Success Hero.Learn from the successes and mistakes of experienced professionals to avoid common pitfalls and accelerate your growth.Master the art of staying open-minded and remaining receptive to new ideas and concepts, even if you've encountered them before.Understand and apply the layer and waypoint approach to learning, creating lasting impressions and more effective implementation.Develop a comprehensive skillset that will help you excel in your role as a Client Success Hero.Embark on this exciting journey and climb the mountain of success with Jim Cosmas as your guide. By the end of this training series, you will have the knowledge and skills to become a truly exceptional Client Success Hero. Enroll now and take your career to new heights!
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Importance and Mindset of a Client Success Hero
Lecture 2 Importance and Mindset of a Client Success Hero
Section 3: The Purpose of a Client Success Hero
Lecture 3 The Purpose of a Client Success Hero
Section 4: Professional Greeting Structure
Lecture 4 Professional Greeting Structure
Section 5: Professional Greeting Implementation
Lecture 5 Professional Greeting Implementation
Section 6: The Impact of One Missed Call
Lecture 6 The Impact of One Missed Call
Section 7: Transferring Calls Using Active Listening
Lecture 7 Transferring Calls Using Active Listening
Section 8: Managing Caller's Anxiety and Phone Etiquette
Lecture 8 Managing Caller's Anxiety and Phone Etiquette
Section 9: Empathy & Assurance Statements
Lecture 9 Empathy & Assurance Statements
Section 10: Information Gathering Process
Lecture 10 Information Gathering Process
Section 11: Critical Information Gathering
Lecture 11 Critical Information Gathering
Section 12: Situational Information Gathering
Lecture 12 Situational Information Gathering
Section 13: Appointment Setting for Service
Lecture 13 Appointment Setting for Service
Section 14: Anchoring Client Decision
Lecture 14 Anchoring Client Decision
Section 15: Professional Wrap Up
Lecture 15 Professional Wrap Up
Section 16: Replacement Call Approach
Lecture 16 Replacement Call Approach
Section 17: Overcoming Objections - Professional Wrap-Up
Lecture 17 Overcoming Objections - Professional Wrap-Up
Customer Service Representatives in the Home Service Industry - HVAC, Plumbing, Electric, Roofing, Garage Door


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