Telephone Courtesy & Customer Service

Description:
The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

We all depend on phones every day, and we each have different phone communication styles. But few people realize how essential proper telephone techniques are to business. The fact is telephone skills are critical to quality customer service. Through this course, you will learn how to represent your company and satisfy the needs of customers through effective telephone usage.

Duration: One day

Table of Contents:

Part 1: Quality Customer Service
Quality Customer Service
Customer Service Is Everyone’s Responsibility
Providing Added Service
Part Summary

Part 2: Basic Telephone Skills
Skill 1: Handling the Telephone
Skill 2: Answering the Telephone
Skill 3: Mastering Voice Inflection
Skill 4: Using Your Best Voice
Skill 5: Addressing the Caller
Skill 6: Making the Outbound Call
Skill 7: Practicing Effective Listening
Skill 8: Managing Telephone Messages
Skill 9: Closing the Conversation
Part Summary

Part 3: Professional Telephone Skills
Skill 1: Asking Questions
Skill 2: Learning to Negotiate
Skill 3: Making the Service Follow-Up Call
Skill 4: Delivering Bad News
Skill 5: Avoiding Statements That Give the Wrong Impression
Skill 6: Managing Technology
Part Summary

Part 4: Understanding Customers
Manage Various Customer Behavior Styles
The Assertive Customer Wants Results
The Angry Customer Wants Action
The Amiable Customer Wants to Work Together
The Expressive Customer Wants to Be Engaged
The Analytical / Detail-Oriented Customer Wants Accuracy
Into Action: A Three-Step Plan
What about Your Behavioral Style?
Part Summary

Part 5: What Customers Want and the Role of Attitude
Take Time to Understand
Interpreting Customer Needs
Positive Attitude Is a CHOICE!
Attitude Is Your Key to Success
Your Personal Action Plan for a More Positive Attitude
Part Summary