Customer Service Telephone Skills

Business Training Works, Inc.
Port Tobacco, MD, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' If your organization’s telephone presence is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. Do the people who answer your phone appear empathetic? Friendly? In control? Do they listen well? Do they understand what makes the person on the other end of the telephone tick? During this onsite training program, participants will learn the basics of customer service, how to project a polished phone image, demonstrate proper telephone skills through practice activities, and leave with the tools to present an image that says "confident, credible and capable."


Program Objectives

As a participant, at this program’s conclusion you should be able to:

Explain the importance of a positive attitude in delivering good customer service.
List the benefits of providing good customer service to both internal and external customers.
Identify barriers to providing high quality customer service.
Apply techniques for dealing with angry or upset customers by successfully answering case studies.
Effectively deal with dialects and accents on the telephone.
Demonstrate the proper way to greet, transfer, and hold calls.
Understand and identify different behavioral styles and adapt as necessary. Successful understanding will be demonstrated through correct completion of case studies.
Rephrase blunt communication for better results.
Effectively manage job stress.
Develop an action plan to improve your customer service skills skills.

Course Outline

What an Attitude! - Where Service Excellence Starts
A positive attitude on the part of the customer service provider goes a long way toward delivering an excellent experience. This introductory module looks at what factors make service good vs. those that ruin a customer service interaction.

Tools of the Trade - The Telephone
In this module, participants will learn phrases that say "professional, warm, and ready to help;" how to screen calls without putting people off; what to say instead of, "hold please;" how to take accurate and effective messages; and questioning techniques that get to the root of customer concerns.

Accents and Dialects - Keys for Navigating Through Tough Calls
A thick accent or regional dialect can make a telephone conversation more difficult. This module looks at ways to better understand heavy accents and dialects, along with skills for reducing the speech markers of your organization’s staff.

It’s Not What You Say... - Rephrasing for Better Relationships
Learning the lesson "it’s not what you say but how you say it," is one that takes some people years to understand. In this module, participants will learn how to finesse language so that it will be better received during customer interactions. Special emphasis is placed on learning to say "no" in ways that reduce conflict and eliminating phrases such as, "that’s not my job," and "I don’t know."

The Good, the Bad, and the Ugly - Dealing with Difficult Customers
Not all customers are easy to deal with. Using real-world case studies, in this module participants will learn how to effectively interact with angry customers, complaining customers, those who try to take advantage of the organization, and more.

Do Call Again - Leaving Positive Lasting Impressions
This module teaches participants how to leave a lasting impression that makes callers want to call again. Points covered include, how to manage motor mouth callers without being rude, strong closes that indicate that a conversation is over, and how to leave effective voicemails that don’t lead to endless telephone tag.

Customer Service Stress - 15 Minute Mini Spa
Dealing with customers’ needs, wants, and frustrations can lead to unneeded stress and frustration. Beyond "Hello" ¨CTelephone Courtesy and Customer Service concludes with stress management techniques to ensure that participants stay refreshed and alert and that the service being delivered is the best that it can be.
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Phone:301.934.3250

School Address:

9015 Katie Court . Port Tobacco, MD 20677 USA

Jobs & Resumes: Port Tobacco
Houses & Roommates: Port Tobacco

Executive Business Etiquette Training
Communication Skills
Dealing with Difficult People - Communication Skills Training
Negotiation Skills
Business Writing
Listening Skills
Communication Skills Training for Technical Professionals
Communication Skills for Managers and Supervisors
Workplace Diversity
Team Building
Coaching for Customer Service
Supervision Skills For Managers
CUSTOMER SERVICE EXCELLENCE
Basic Supervision
Time Management
Organizational Skills
Stress Management
Administrative Assistant
Creativity and Critical Thinking

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