Analysis

Static analysis

During the static analysis phase I evaluate all written documentation of telephone communication, sales and/or acquisition presented, or made available, to me.

Dynamic analysis

During the dynamic analysis phase I observe the participants on site at their place of work and assimilate valuable information on structures, systems and staff by means of interviews, review of the workplace, listening to telephone conversations and the subsequent analysis of communicative and rhetorical skills.

As the client you are, of course, welcome to make use of the results of these analyses – further development processes can, therefore, very easily be compared with the initial situation at any time.

Training

In my training courses I optimize the communication behaviour of the participants so that their telephone conversations are more purposeful and successful in their individual, company-specific work situation. For you this means – more orders, more qualified appointments, more satisfied customers … A positive side-effect: The participants often change their thinking patterns!

Very important:

• For good reason I always encourage the participants of my training courses to develop individual telephone guidelines. In my opinion standard telephone guidelines with fixed text elements make little sense, because such conversations in most cases do NOT sound authentic and are therefore NOT credible. A guideline developed by the participant him or herself and ‘finely tuned’ by an experienced trainer is the medium
  of choice – and an excellent instrument to optimize performance.
• An important component of a really professional conversation starter is a successful sentence with two ‘door openers’ – that is, an abbreviated description of two advantages of the individual product or service. This is the reason why I place great value on teaching such conversation starter techniques in my courses.

on-the-job-Training

It is often a considerable challenge to convert newly-acquired knowledge into a clear change in behaviour – we are often stuck in our old behaviour patterns. My tip: on the job training for employees! Your advantage: Customer service employees are coached in their familiar company environment during working hours.

• Result: Immediately after a telephone conversation I analyse the procedure with the individual employee, make suggestions for improvement and develop optimal behavioural strategies for future telephone conversations together with him or her. As part of the further on-the-job-Training I am able to continuously promote the further development of each employee.

Consulation

A company-specific consultation offers distinct advantages:

• All necessary organizational changes can be fully identified in good time.
• Information gained during the analyses and training which are relevant to the positive development of company business are defined precisely and can be used by other departments, for example, Marketing.
• The results of the consultation can also be used for related departments, which can thus be strengthened in their interface functions.
• As part of a practically oriented consultation the management can be actively involved in the training measures.
• A close exchange at management level enables new, more success-oriented sales strategies to be developed.

Result: The entire concept becomes a process of continual company development.