There have been many requests recently for inhouse training on telephone skills to support client service and selling both for fee-earners and support staff. Earlier in April I ran a public MBL “Pick up the phone – Client service and sales opportunities for professionals in the digital age” online training Read More
At a recent MBL workshop “Pick up the phone! Client service and sales opportunities for professionals in the digital age” some key issues emerged: Telephone skills: Anxiety, voice, etiquette and the client experience. Anxiety around picking up the phone Delegates reported that they observed that there was more nervousness and Read More
At a recent digital workshop for MBL on “Pick up the phone: Client service and sales opportunities for professionals in the digital age” delegates asked if videoconferences replaced telephone calls. Does Zoom/Teams replace telephone calls? Telephone skills workshop. The research finding from Stanford University that people are 34 times more Read More
Last week I facilitated a half day MBL telephone skills workshop titled “Pick up the phone! Client service and sales opportunities for professionals in the digital age”. Delegates included lawyers, property professionals, actuaries and risk management consultants. We considered both inbound calls (enquiry management) and outbound calls (proactive sales calls). Read More
I really shouldn’t have to talk about the importance of face to face contact on tenders – I thought it was perfectly obvious. But I was so shocked by a recent event that I simply had to put pen to paper (well, fingers to keyboard). A lot of my time is spent Read More
