| Dates for this class: |
| No dates are available for this class. |
| Course Details [choose new course] [printable version] |
| Telephone Courtesy & Customer Service |
| Course Number: AP0558 |
| Category: Business Skills |
| Duration: 1.00 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.
Outline
- 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