Schryver Enterprises proudly provides training and services in the following areas: (All training courses are available in both English and Spanish)




We have developed a proven process that can be tailor-made to meet your training requirements and specific organizational goals.  Whether the training is in the area of Telephone Etiquette, Customer Service, Mystery Shopper,  Diversity, Sales Training, and Up Selling.  You can expect a very enlightening experience with improved results with the belief that consistent follow-up produces the best results. 

One of our greatest benefits is that we can become a link between the employee and management which provides another level of feedback and employee satisfaction.
 

THE PROCESS
Phase 1 Pre-assessment.
Phase 2  Workshops.
Phase 3 Post-assessment.
Phase 4  Refresher courses.
Note:  We have developed unique processes for each customer which maximizes the learning and cements the concept of "The most important language is the language of your customer"sm.

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Why settle for mediocre service and lose customers when you can master the basics and eliminate the negatives?  Let our mystery shopper team up with you and objectively evaluate the customer experience and perception.  
 

THE PROCESS
Phase 1 Series of questions, tailored and customized to customer needs and expectations.
Phase 2  Conducted by telephone or face to face for an initial reaction and a quicker response.
Phase 3 Consistent reporting method devised for each customer.
Phase 4  Rated responses.
Phase 5  Compilation of responses.
Phase 6    Benchmarked results.

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This is for anyone that sells a product or service, face to face or over the telephone.  This workshop is perfect for almost all selling situations.  No matter if you are selling a product or service one on one, right off the shelf, or if you are selling a custom made product that requires custom solutions where multiple decision-makers are involved.  Learn how to up sell, develop long term relationships, and turn objections into sales with coaching and mentoring.  This is critical to a successful selling process.
 

SAMPLE WORKSHOP KEY TOPICS
(Customized Workshops Available upon Request)
Prospecting First Calls
Appointment Setting Relationship Building
Selling Cycles Good listening
Uncovering Needs Buying Signals
Benefit Selling Objective Handling
Action Plans Closing
Customers Forever And more...

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To determine customer perception on how your company is doing.

THE PROCESS
Phase 1 Series of questions, tailored and customized to customer needs and expectations.
Phase 2  Friendly approach in order to deepen relationship between you and your customers.
Phase 3 Conducted by telephone for an initial reaction and a quicker response.
Phase 4  Consistent reporting method devised for each customer.
Phase 5  Rated responses.
Phase 6    Compilation of responses.
Phase 7 Benchmarked results.

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We are process oriented to produce positive results through behavioral changes.  We utilize a consistent follow up program to ensure long range results.  We help your employees understand that they represent your company and instill the belief that "The most important language in the WORLD is the language of your customer" SM  
Read and use some of our situational telephone responses listed below.
Sample responses to typical telephone situations
"Irate" Customer Placing on Hold Screening Calls
Please bear with me. Are you able to hold?

Thank you, and your name please?

We do appreciate your business and thank you for allowing us to correct the situation.

I apologize, I didn't anticipate it would take this long.

The extension is busy.  Would you care to hold? "May I tell him/her who's calling please?"
If you will permit me. I apologize for the delay.

I will have to page him/her, "May I please let him/her know who's holding.

SAMPLE WORKSHOP KEY TOPICS
(Customized Workshops Available upon Request)
SAMPLE TOPICS TO SELECT FROM:  
Positive Company Representation   “Ga-Ga” Words  
Positive Attitude   The Smile  
First Impressions   Transferring Calls  
Voice Mannerisms   Listening Skills  
Great Telephone Techniques Back-up Coverage  
Proper Answering & Paging   Last Impressions
Screening Responses   Ingredients of Superior Service  
"The Great Escape" Customer Needs/Wants  
Message Taking   Why Customers QUIT buying  
The “Hold” Button Voice Mail
Steps to Work Through Conflict Complaint Handling – Do’s & Don’ts  
Irate Customers Conflict Quiz  
Opportunities In Complaints   Difficult Customers  
Responding to Callers Concerns/Emotions   And more...

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When we maintain an awareness of different perspectives, we welcome new information.  Diversity training assists in the education of employees and managers on the issue of awareness that total human diversity is a bottom line item.  That it directly relates to hiring and retaining highly productive employees and reflects on the true desire to serve and meet the needs of your customers on a consistent basis.

 Diversity training is a program tailor-made to meet your specific goals delivered with experience that makes a difference.  As with all our programs, we offer results and provide continued follow-up to monitor these results.


THE PROCESS
Phase 1 Pre evaluation
Phase 2  Written Assessments of current diversity knowledge
Phase 3 Workshop
Phase 4  Follow up
Phase 5 Continuing education

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Schryver Enterprises, LLC
Corporate Office:    
10316 Little Circle
Bloomington, MN 55437		 Phone/Fax: 952-303-3810  E-mail:  hschryver@schryverenterprises.com
     
   
Copyright © 2000 - Schryver Enterprises, LLC. All rights reserved.
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Revised: August 22, 2001