The First Class Experience™ will show you how to apply the core principles, tools and strategies needed to separate yourself from the competition and to provide each caller a “First Class” experience. Companies spend millions of dollars to bring customers in the door. All it takes is one bad experience to drive them away. One of the most powerful aspects of this program is our Sound Clip Library™. You will hear actual tape-recorded calls of the most common mistakes people make and the most effective way to handle each call. This approach allows you to clearly relate to and identify the best and worst practices of other people.  Our Sound Clip Library™ has revolutionized the way people learn.

In this audio program you will learn to:

Mentally prepare for each call

Identify the purpose of each call

Focus on the customer first

Communicate a powerful message

Creatively build rapport with each caller

Reduce queue time while maintaining service excellence

Control each call by asking the right questions

Recognize when to stop talking

Resolve customer problems, issues or objections and not get defensive

Close the call in a timely manner

Sound confident and enthusiastic throughout the call