Summary
Telephone Courtesy and Customer Service
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 class, you will learn how to represent your company and satisfy the needs of customers through effective telephone usage.
Completion of this course will earn 0.575 CEUs.
Outline
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Part 1: Quality Customer Service
- Quality Customer Service
- Customer Service Is Everyone's Responsibility
- Providing Added Service
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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
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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
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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?
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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
Course Schedule
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**Indicates a course that is only a half day.