Thank you for your commitment to Telephone Skills Mastery!
“TAFI”
Embark on your Journey of Discovery to telephone skills mastery by completing Phase I of your TAFI Training by:
Listening to Audio Session 1
1. Introduction
2. The First Thirty Seconds
3. What This Series Includes
4. Call Handling Challenge
5. Concerns of Team Members
6. The Multi-Tasking Myth
7. Call Handling Priorities
8. Setting the Stage for Success
9. Communication Equipment
10. On Hold Messages
11. Tracking
12. Outgoing Messages
13 Communication Skills
14. Outgoing Message Example
15. Avoiding Negatively Charged Words & Phrases
1. Avoiding Negatively Charged Words
2. Role Play with Danny & Bill
3. Questioning
4. The Fearful Patient
5. How to Structure an Effective Role Play
6. Introduction to Sample Calls
7. Call #1 Calling for a Friend
8. Call #2 Rapport
9. Call #3 Empathy
10. Call #4 Enthusiasm
11. Call #5 Outgoing Message
12. Call #6 Use of On-Hold Messages
13. Call #7 Asking for the Appointment
14. Call #8 Call Management
15. Call #9 Failure to Bond
16. Call #10 Reappoint
17. Call #11 Trust
18. Call #12 My Way, or The Highway
19. Call #13 Making The Connection
20. Conclusion
To listen at your convenience (and without returning to this Page) You may download both Audio Sessions and your Workbook By using the buttons below.
approx. 60 minutes
and
Once you’ve completed Phase I, you’re ready to advance to Phase II; your 90 minute online interactive session with your Success Coach. Expect a call to schedule this soon.
Good Luck!