The telephone is a critical customer service touch-point for many companies. It is the customer service skill of the live individual on the telephone that makes the greatest positive difference to an organization. Help your staff make a winning first impression and maintain positive relationships. Instill in them the fundamental skills of excellent telephone courtesy including etiquette, call control, positive language skills and listening.
In this workshop, we discuss the following topics:
I. Customer Wants and Needs
Participate in an interactive exercise to discover the needs and wants of your customers.
II. Common Customer Complaints
Customers expect things to go right. A serious problem on your part can easily cost you a customer or several customers. Discover common words and phrases that irritate customers.
III. First Impression
When you answer the phone you become the representative of your organization. Learn the many components that make a first-class impression.
IV. How Do You Sound?
Communicating through a telephone is very difficult. Without seeing visual cues or expressions it becomes very difficult to interpret one's mood or feeling. As a result, the tone and sound of your voice is very important. Participate in an activity in which you analyze the tone of your voice.
V. Set a Tone and Control the Call in a Way That Will Delight Your Customers!
Learn the tools to set the tone and control the call including the greeting, providing spoken feedback, avoiding mouth noises, and regaining control of the conversation.
VI. Manage the Call and Solve the Problem!
Ask callers to hold, transferring calls, and taking messages are essential skills. Learn the proper etiquette to ensure you handle these situations properly. Be prepared.
VII. Handling Difficult Customers
Learn to deal with an upset, angry, dissatisfied, misinformed, or demanding customer. Learn the causes that result in customers becoming upset.
VIII. The Importance of Listening
Learn how to hear what is not said and confirm what was heard through effective communication and listening skills.
IX. Telephone Image
Engage in a final activity to review all material learned in the workshop. Ensure you are ready to deliver exceptional telephone customer service.
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to request additional information regarding our Customer Satisfaction Workshops.
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I learned how to become a more effective manager, how to delegate, how to use my time more wisely, and to listen to needs of my employees.
People Skills Workshop - Sandy V., Louisville, KY
This was a very good experience for me, and helped me with my job. Great Workshop! This helped me to manage my time more effectively and be a better team player.
Leadership Workshop - Vicky M., Columbia,TN
Training was very helpful to bring awareness to certain areas of management that needed improvement. I have become more effective through better time management and listening to my staff. Our group benefited by listening to each other's concerns and, as a group, we can find...
The telephone is a critical customer service touch-point for many companies. It is the customer service skill of the live individual on the telephone that makes the greatest positive difference to an organization. Help your staff make a winning first impression and maintain positive relationships. Instill in them the fundamental skills of excellent telephone courtesy including etiquette, call control, positive language skills and listening. 