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Thursday, 28 June 2018 18:12

ASA-CO Event Focuses on Telephone Skills, How To Deal With Upset Customers

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Greg Marchand of Service Sales Academy taught ASA-CO members about telephone skills and how to deal with upset customers. Greg Marchand of Service Sales Academy taught ASA-CO members about telephone skills and how to deal with upset customers.

On June 5 and 6, ASA-CO hosted another educational training opportunity for its members at the Western Community College in Grand Junction, CO. Greg Marchand of Service Sales Academy taught “Telephone Skills and Dealing with Upset Customers.” 

According to ASA-CO Board Member Darrin Barney, “The event went great with lots of information on the correct ways to answer phone calls on the first night, and the second night was on how to deal with upset customers.  There was lots of role-playing, and the training seminars were packed with good information on taking the time to really listen to a customer and his/her concerns.”


The first evening focused on phone skills, using class discussion and role playing to explore the subtleties of verbal communications. Some helpful tips included smiling when answering the phone, being prepared to take good notes, keeping a phone log and rewarding customers for scheduling appointments.


On the second night, attendees learned how to diffuse tense situations with upset customers by listening to the complaint, showing empathy and acting to fix the problems. 


Marchand shared, “Often, customers just want someone to listen. Don't judge until you know all of the facts. Don't blame.”


The training seminars attracted 13 attendees who desired to increase customer satisfaction and improve their businesses. 


Barney noted, “Greg's classes are always very insightful and worth the time investment. ASA-CO’s training opportunities help shop owners improve their business and build unity between shop owners. ASA is a wonderful organization that is designed to help the average shop owner become better.”


For more information on the association and the training offered, visit asacolorado.org.

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