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EQ in the Customer Service Experience & Better Cold Calling Strategies

  • Broadcast in Entrepreneur
Diane Helbig

Diane Helbig


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Today's show brings us Lauren Burnett of the Center for Inner Quality and Colly Graham of Salesxcellence. Lauren will be speaking with us about how to increase the value of the customer service experience. Lauren is the president of the Center for Inner Quality. She has provided professional development workshops for leaders and staff for over 25 years. A certified emotional intelligence facilitator and business coach, Lauren serves public and private sectors with programming that includes her own VOICE model for customer service, phone etiquette and call management, leadership, communication, professionalism, workplace attitudes and team work. For our second segment we will be speaking with Colly Graham about cold calling. Many people resist cold calling seeking other ways to engage with prospects. Without a strategy and a plan cold calling is doomed to failure – learn what to do before the call – learn how to warm up your cold call, create a rapport with gatekeepers who will help you reach your prospect, get out of voicemail jail. Colly brings over thirty-five years of practical sales experience and an ability to empathize with sales people to his business. A licensed practitioner of NLP Colly trained with Richard Bandler in 1998. When he entered the field of sales, back in 1969, his lack of knowledge of any selling skills propelled Colly set a goal, to one day, start his own training company. Colly took to heart all that he learned about the sales process and continued to succeed at the art of sales. As his career in sales progressed he became a sales manager, group sales and marketing manager and was responsible for a large sales team consisting of field sales managers, field sales people and a proactive Telesales department. He set up Graham Associates in 1996 (now known as salesxcellence) Since then Colly has trained over 1,000 companies! Colly Graham is also a Fellow of the Institute of Sales and Marketing.