Duration:
One day
Description:
This training program is designed to help you acquaint others with telephone courtesy and customer service. In this course, participants will recognize the
importance of providing high quality customer service, practice proper telephone techniques, improve their listening and questioning skills to clarify
customer needs, and establish action plans to improve telephone skills and customer service.
Table Of Contents:
INTRODUCTION
Welcome and Introductions
Learning Objectives and Agenda
MODULE 1: QUALITY CUSTOMER SERVICE
Show That You Care
MODULE 2: PROPER TELEPHONE SKILLS
Skill Overview
Skill 1: Handling 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: Effective Listening
Skill 7: Managing Objections
Skill 8: Learning the Art of Negotiating
Skill 10: Asking Questions
Skills 11 & 12: Making the Outbound Service Call and Delivering Bad News
Skill 13, Exercise: Managing Different Callers
Skill 13, Exercise: Recognizing Caller Behavior
Skill 14: Managing Telephone Messages
Skills 15 & 16, Exercise: Customer Perceptions
Skill 17: Managing Technology
Skill 18: Closing the Conversation
MODULE 3: UNDERSTANDING CUSTOMER NEEDS
What Your Customer Wants
Assess Your Skills and Attitudes
MODULE 4: MANAGING THE CUSTOMER'S PERCEPTION
Exercise: Your Perception
Exercise: The Customer¿s Perception
Your Action Plan for Better Service
CONCLUSION
Learning Objectives Review
Course Evaluation