Synergy's 3 Day Call Center Training Event
September 12th - September 14th, 2023


When

Tuesday, September 12th, 2023  
8:00 AM CST - 5:00 PM CST 
to 
Thursday, September 14th, 2023
8:00 AM CST - 5:00 PM CST 



Where

Service Nation Headquarters 
750 Canyon Dr. Ste 230
Coppell,TX 75019
US
 

About the Instructor(s)

Synergy Learning Systems Logo (2023)

Doug Wyatt and Allison Repp Headshot (2023)  
Trainers: Doug Wyatt and Allison Repp

As the GM of an HVAC & Plumbing Company, Doug's leadership & vision helped land his company on Inc Magazine's list of Fastest Growing Privately Held Companies. We could drone on about Doug's experience in the trades over the past two decades... how he has trained over 5,000 tradesmen to sell with integrity, how Lennox Int'l named the HVAC company he co-owned as Partner of the Year twice, how he's a Certified 7 Habits Instructor, or how one of his companies has products in Walmart, Walgreens & CVS. But why would we do that when we could simply guarantee that when you see him speak, you will be wildly entertained, given an abundance of inspirational content that can be immediately implemented, and you will laugh enough to burn off the calories you had in your donut this morning? Although Alison is obviously more youthful than Doug, she has a track record one might want to write home about. She has aggressively been told "NO!" countless times in door-to-door, B2B, and B2C sales positions and is somehow relatively unscathed, has a private practice as a Psychotherapist, has created online mindset courses, coached CEO's, spoken on international stages, and has developed sales teams for companies like GE Healthcare and Abbott Laboratories. Rest assured an internal transformation will be underway without her asking "How does that make you feel?" While she believes Doug is the funny one, he insists she is! We invite you to decide for yourself.

Accommodations

Discounted rates are available for attendees at Hyatt Place Dallas/Grapevine.

In addition to a comfortable room, Hyatt offers: 

-Transportation to and from Service Nation Headquarters
-Complimentary Daily Continental Breakfast 


Please check your registration confirmation email for the link to reserve your room.

If you still need help, please email sntraining@servicenation.com or call 469.968.5918. 

For questions about this event, contact:


Service Nation, Inc. 
sntraining@servicenation.com
or call 469-293-8820


Synergy's 3-Day Call Center Training Event will have your team "Serving Like a Saint!" with honesty & integrity and generating more revenue than ever! We will illustrate proven strategies to implement high-value, service-driven processes. Your team will receive the tools and materials necessary to ensure they are trained and consistently implementing long after the live event.

Learn consistent and dynamic processes answering calls, empathically listening, building value, securing diagnostic investments, working with field staff, qualifying time for sales leads, providing a range of investment options only when appropriate, and how to schedule the visits like a stone-cold professional.

Comprehensive scripts are included to eliminate any guesswork or stress... because when randomness rules, mediocrity reigns! Don't let Alison's psychotherapist title fool you, Doug & Alison both guarantee this session will be anything but clinical!

Key Takeaways:

SCRIPTS: MINDSET
  • Wordsmithing
  • Empathic Listening & Effective Validation
  • The Six Basic Principles of Influence

SCRIPTS: QUALIFYING LEADS
  • Risk & Trust, Time & Budget
  • Scheduling The Diagnostic
  • The Phone Quote Response #01 & #02
  • Transferring to The Sales Lead Coordinator
  • Scheduling a Proposal vs. Service Call
  • Multiple Ways to Ask
  • Potential Challenges with Competitors
  • How to Build More Value

SCRIPTS: OVERCOMING CHALLENGES
  • The Upset Customer & "Overcharged" Customer
  • Rescheduling a Customer
  • Running Behind Schedule
  • "What kind of brands do you carry?"
  • Landlord/Tenant: Credit Card on File
  • Landlord/Tenant: Renters & Rental Properties
  • Customer Inquiries About Parts
  • "I Know What's Wrong / What Do You Charge?"
  • Home Warranty Companies
  • Visit Confirmation & Reminder Calls
  • Missed Opportunity Calls
  • Gratitude Calls
  • How Do You Price Your Work?
  • Empathy & Validation Reference Guides


Who should attend this course?
While anyone who is interested may attend this course, the target audience is: 
  • Owner/CEO/President
  • General Manager
  • Sales Manager, Service Manager, Office Manager
  • Customer Service Reps
  • Other: This program is fully customized for HVAC & Plumbing Companies and can be customized for many other service businesses.

What you need to bring:
  • It is always useful to bring a laptop or tablet with you to a training course.
  • A catered lunch will be available for attendees for each day of the course. 
  • A comprehensive 200+ page workbook will be provided.
  • Arrive well rested with a positive outlook and an open mind.
  • Warning: Closed minds will be opened, and negative attitudes will be replaced with positive outlooks.

Cancellation and No Show Policies: 

Late Cancellation
Service Nation Alliance
Service Nation Alliance members may attend standard training courses at no charge. If you are unable to attend a training course, please notify us at least 7 days prior to an event. If notified less than 7 days prior to an event, a $249 late cancellation fee will apply. 

Retail Contractor Coalition, Service Roundtable, Associate, and Non-Members 
If you have paid to attend a training course, please notify us at least 7 days prior to an event if you are unable to attend for a 100% refund of your registration fee. If notified less than 7 days prior to an event, a $249 late cancellation fee will apply. 

No Show
Service Nation Alliance
If you are registered for this event and do not attend a $499 no show fee will apply.

Retail Contractor Coalition, Service Roundtable, Associate, and Non-Members 
If you are registered for this event and do not attend a $499 no show fee will apply.

To cancel attendance for any training event, call 469-293-8820 or send an email to sntraining@servicenation.com including the course title, start date, and the registrant's first and last name.

Class Cancellation Policy
On occasion, due to unforeseen circumstances, or for circumstances beyond our control, a class may have to be cancelled. We will avoid these cancellations if at all possible.


One of the causes of a cancelled class may be low enrollment. If a class does not meet the minimum enrollment (can differ by class and circumstance) by two weeks prior to the start date, Service Nation, Inc. reserves the right to cancel or reschedule the class. You can help prevent this situation by enrolling in classes early.

In the event of a cancellation, you will be notified of the cancellation, and any funds paid will be refunded.