Telephone Skills that Satisfy Customers

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.

They’ve been around since 1876. They’re on every wall, desk and pocket in your life now. It’s easy to take the phone for granted. But with the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers with this course.

Duration: One day

Table of Contents:

Part 1: Keeping a Positive Attitude
Why Keeping a Positive Attitude Is Important
My Successes and Achievements
I Like Myself!
Positive Self-Direction
Part Summary

Part 2: Answering the Telephone Brilliantly
Preparing to Answer the Telephone
Phone Answering Skills
Part Summary

Part 3: Asking Questions and Listening Effectively
What Customers Want When they Call
Ask Questions
Listen
Take Action
Part Summary

Part 4: Handling Customer Moments of Truth
Customer Focus
Moments of Truth
Part Summary

Part 5: Adding Value
Five Strategies for Adding Value
Communicate Positively with Others
Show the Customer Appreciation
Follow Up and Follow Through
Go the Extra Mile
Create Internal Teamwork
Part Summary

Addendum
Addendum to Part 2
Addendum to Part 3
Addendum to Part 4
Addendum to Part 5
Additional Reading