Let me, help you turn your recorded calls into profits! I coach your employees into Reservation Makers. The result- attaining and retaining new customers and converting quotes into contract$.
This is not robotic scripted training. This is genuine Customer Service coaching.
Why use The Call Coach?
A professional coach will make a more significant impact than a direct supervisor. And…it may be the supervisor who needs the training!
20+ years experience with professional customer service, construction and the equipment and party rental industries.
I can address subtleties like tone and attitudes of indifference that negatively affect sales efforts and offend customers.
Coaching customized to your needs. You can use my target areas program, or we can develop one that fits your company.
I exclusively cater to the equipment and party rental industries. I only coach rental companies – I understand the rental process and how it differs from other service or retail industries.
Why have your calls coached?
Improved call skills produces more contracts, which increases profits.
Studies prove that monthly reviews and coaching improves skills and performance. "What is inspected is respected"
Reviewing calls can uncover other operational areas needing attention. Staffing issues, negative attitudes, problems with phone systems or “on hold” features.
Monthly reports include the recorded call, coach's comments in an easy to view .pdf format. These reports can be easily shared via email.
The breakdown-
I listen to your recorded calls and then write coaching notes for your employees to listen to and review on your time schedule, and these are used to strengthen their phone skills. I can rate the calls every month and use a monthly focus theme. For example: March can be used to focus on using your customer’s name during the conversation. This is an essential tool in making a connection with customer’s and potential customer’s, resulting in improving your reservation rate. Included in the report is a copy of the recorded calls, so that the employee listens to each call while reviewing the report. It really helps when the employee can hear how they sound and see in the notes and ratings what they missed and what does and does not work well.
It’s also not just about what they say but how they say it. An attitude of indifference is the largest reason for a customer to stop doing business with you. The tone of voice can demonstrate that indifference quicker than anything else. I will address tone in my reviews.
Being a small company allows me to personalize your call reviews and do things like theme-based coaching. I can help you define what quality sounds like for your business.
