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
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
Giving Directions
Treating Every Call with Care
How Can You Best Give Directions?
Test Your Skills - Giving Directions
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
Requesting a Florist
Florist Specifics
Are You Prepared to Take a Floral Order?
Going the Extra Mile - Handling Florals
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
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?
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
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?
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?
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
So, How Did You Measure Up?
The Importance of the Phone
Downloadable - Be Empowered with Best Phone Practices
Now You're Prepared
Final Thoughts
