Kathy Nielsen Presents: CSR Superheroes
September 17-18, 2019

Kathy Nielsen is very passionate about the operations of businesses and the attention, or lack thereof, that goes to the office and the need to protect companies. 

 Kathy has been in the service industry for over 20 years. Beginning as an office manager for a heating and cooling company, throughout her career, she moved into a General Manager position of a larger heating and cooling company and grew and polished that company into a leader in their area.  Later, while in Texas 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 found her passion with coaching and teaching. She also brings the view of the other side of the picture married to a technician herself for over 21 years.  Helping grow Superhero leaders and managers in your office.  As we promoted those that were great doers at their jobs that we put in positions of management without teaching those skills. She is certified in assessments with Results Group for leadership, team, and individual development including creating hiring process and tools to get the right people on the right seat of the bus and keep them!

 All of this and she is known by her family, friends, and clients as loving her chickens, thus the website ChickenLadySpeaks.com was born.

CSR Training on steroids! Participants will learn their roles 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 lots of roll 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 learn the call cycle that needs to happen for success with every call.

 If your company has a script you want them to use, they will bring it and become rock stars with it! If you dont, they will leave with one.

 As a bonus, they will take an evaluation using the Innermetrix ADVanced Insights profile.

Objectives

• Identify barriers to communication and results
• Strategies to overcome communication barriers
• Why you and others communicate the way you do
• Process to handle every call
• How to take your phone skills to the next level