Seminar

Telephone Answering Seminar

This seminar is very popular because it is both extremely educational
yet hilarious. There is quite a bit of folly to be enjoyed which results
in a very lively, talked about seminar.

What Dave Bischof does is get written permission from many attendees to record a call with your client service representative or dispatcher. The caller raises common mild objections to see how they are handled. The CRS's are not ground till they really perform poorly, as that is not the purpose - just use common objections are used like; "Do you give free estimates?", or "but can't you just give me a ballpark?". Dave Bischof plays back the taped calls one at a time, stops it after each one and ask attendees to interject what a better response would have been. From these, we can write up a script on an overhead or large easel and formulate a good telephone script right at the seminar. Attendees may use the script collectively developed as well as the best responses to common objections. At the end, for fun and to keep things fun Dave Bischof gives out an award for the best CSR call, and sometimes an award for the worst - As an example, during one seminar there was a contractor who when pressed why he didn't give free estimates, stated: "I do that to weed out Arabs who call out 10 contractors and use whoever is the cheapest, so I don't give free estimates, that way I weed out the riffraff". The contractor on that call was given the opportunity to not have his recording played back as a professional courtesy, but he gave the green light, so Dave Bischof created a "Most Politically Incorrect Award" placard and gave it to him in front of the audience, which made for an extremely lively conclusion.

Just some of the issues discussed in this seminar include:

Effective Objection Responses
Male or Female Client Call Takers
How to Legally Record Calls
Marketing On Hold Systems
How To Juggle Double Bookings
After Hours Call Taking Policies

This seminar is really fun yet very useful, and averages 1 hour in length.

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