Duration:
One day
Description:
Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up
calls is covered in this course. Understand customers' needs. Ask effective questions. Master proper telephone techniques.
Table Of Contents:
Preface
Part 1: Quality Customer Service
You Play a Key Role
Customer Service Is Everyone¿s Responsibility
The Importance of the Telephone Within Your Organization
Part 2: Proper Telephone Skills
Skill 1: Handing the Telephone
Skill 2: Mastering Voice Inflection
Skill 3: Using Your Best Voice
Skill 4: Addressing the Caller
Skill 5: Answering the Telephone
Skill 6: Practicing Effective Listening
Skill 7: Managing Objections
Skill 8: Learning the Art of Negotiation
Skill 9: Making the Service Follow-up Call
Skill 10: Asking Questions
Skill 11: Making the Outbound Service Call
Skill 12: Delivering Bad News
Skill 13: Managing Different Caller Behaviors
Skill 14: Managing Telephone Messages
Skill 15: Managing the Customer Callback
Skill 16: Avoiding Statements that Give the Wrong Impression
Skill 17: Managing Technology
Skill 18: Closing the Conversation
Part 3: Understanding Customer Needs
Take Time to Understand
What Your Customer Wants
Interpreting Customer Needs
Attitude Is Your Key to Success
Quality Customer Service Defined
Part 4: Managing the Customer¿s Perception
Create a Positive Image
Your Telephone Service Skills Inventory
Your Action Plan for Better Service