Course curriculum

  • 1

    1. Welcome to the Course

    • Welcome to Advance U

    • Meet Your Course Instructor: Marilyn Jones Gould - President of MKJ Marketing

    • A Little About You

    • How to Use Your Course Player

    • Cautionary Message About Legal Issues

    • Downloadable - "Good Call" Student Guide
  • 2

    2. Why Phone Service Is Vital for Your Success

    • Becoming a Superstar Service Provider

    • Are You Prepared to Make Every Call a Good Call?

    • Answering the Phone & Setting Up for Success

    • How Can You Set Up for Success?

    • Back to Basics - What You Must Know to Successfully Answer the Phone

    • Practice Makes Perfect

  • 3

    3. Don't Phone It In - The Best Approach to Giving Directions

    • Giving Directions

    • Treating Every Call with Care

    • How Can You Best Give Directions?

    • Test Your Skills - Giving Directions

  • 4

    4. Providing Service Times

    • An Opportunity to Impress Friends & Family

    • Service Times Specifics

    • Most Appropriate Way to Explain Service Times

    • Offering Service Times in a Way They'll Understand
  • 5

    5. Handling Floral Orders

    • Requesting a Florist

    • Florist Specifics

    • Are You Prepared to Take a Floral Order?

    • Going the Extra Mile - Handling Florals
  • 6

    6. The Importance of Aftercare Calls

    • Using Aftercare Calls to Show You Still Care

    • Why Are Aftercare Calls So Important?

    • How Can You Make Aftercare Calls More Helpful for Families?

    • Alleviating Stress for Families with Aftercare Calls
  • 7

    7. Best Practices in Answering Etiquette

    • Getting Every Detail Right

    • Mastering the Details

    • Being the Voice of Your Company

    • How Can You Assume the Role of "Ambassador of First Impressions"?

    • How Can You Respond Without Upsetting the Caller?

    • Handling a Specific Request

    • How Would You Respond?

  • 8

    8. Being Your Best on a First Call

    • Want a Family to Choose You Over the Competition? Be Their Friend

    • Be Your Best

    • How Can You Ensure the First Call Is Successful?

    • Handling a First Call from Hospice

    • Expressing Empathy on a First Call
  • 9

    9. Winning Over Price Shoppers

    • Your Most Critical Role

    • Anticipate Needs

    • Handling Price Shopping Calls

    • Best Practices for Handling Price Shoppers

    • Are You Prepared to Handle Price Shopping Calls?

    • Answering Direct Price Shopping Questions

    • How Would You Respond?
  • 10

    10. Handling Difficult Calls with Poise and Professionalism

    • The Ultimate in Customer Service

    • How Can You Handle Complaint Calls?

    • Handling Complaint Calls Calmly and Confidently

    • Providing Solutions to Complaints

    • How Would You Respond?

  • 11

    11. Consumers Demand - So You Have to Deliver

    • Families Want Live Chat – Here’s How You Can Deliver

    • Live Chat

    • Role-Play #1 - How Would You Respond?

    • Role-Play #1 - The Power of a Quality Response

    • Role-Play #2 - How Would You Respond?

    • Role-Play #2 - The Power of a Quality Response

    • From Average to Effective – 7 Email Tips You Need to Know

    • Email Communication

  • 12

    12. Using These Tools to Make Every Interaction with Consumers a Good One

    • So, How Did You Measure Up?

    • The Importance of the Phone

    • Downloadable - Be Empowered with Best Phone Practices

    • Now You're Prepared

    • Final Thoughts