Thursday, February 27, 2020
Best Western Plus
1000 Gramsie Road
7:30 a.m. – 8:00 a.m. - Registration
8:00 a.m. to 12:00 p.m. – CSR Program
12:00 p.m. to 1:00 p.m. – Lunch
$75.00 for MHCA Members; $100.00 for Non-Members
(Includes Workshop, Lunch, and Workbook.Limit = 25.)
Take your Customer Service Reps from where they are now to amazing Superheroes in this half-day, intensive program!Participants will learn their role’s importance, what their role really is (book calls and set the tech up for success), and how to become superheroes in their role.This session includes some role playing and hard work on the types of calls they generally handle (price over the phone, happy calls, escalating calls, reschedule call, confirmations, running behind).They will also learn the call cycle that needs to happen for success with every call.
- Identify barriers to communication
- Develop strategies to overcome barriers
- Create a process to handle every call
- Take your phone skills to the next level
About the Instructor
Kathy Nielsen has been in the service industry for over 20 years and is passionate about business operations and the attention, or lack thereof, that goes to the office. Beginning as an office manager for an HVAC, she moved into a GM position for a larger heating and cooling company, growing and polishing that company into a leader in their area.Later, while running a plumbing company, she helped many of her industry peers through coaching, teaching software use and how to do what she did as a successful GM.She also brings the view of the other side of the picture married to a technician herself for over 21 years.