Overview

This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers' needs.

Goals

1.   Learn to provide excellent customer service over the telephone.

2.   Learn how to greet customers.

3.   Learn to identify and fulfill customers' needs.

4.   Learn how to master voice inflection.

5.   Learn how to listen effectively.

6.   Learn to manage objections.

7.   Learn the art of negotiating.

8.   Learn to ask questions.

9.   Learn to deliver bad news.

10.     Learn to manage customer perceptions.

Outline

1.   Quality Customer Service

1.   Show That You Care

2.   Proper Telephone Skills

1.   Skill Overview

2.   Handling the Telephone

3.   Mastering Voice Inflection

4.   Using Your Best Voice

5.   Addressing the Caller

6.   Answering the Telephone

7.   Effective Listening

8.   Managing Objections

9.   Learning the Art of Negotiating

10.     Asking Questions

11.     Making the Outbound Service Call

12.     Delivering Bad News

13.     Exercise: Managing Different Callers

14.     Exercise: Recognizing Caller Behavior

15.     Managing Telephone Messages

16.     Exercise: Customer Perceptions

17.     Managing Technology

18.     Closing the Conversation

3.   Understanding Customer Needs

1.   What Your Customer Wants

2.   Assess Your Skills and Attitudes

4.   Managing the Customer's Perception

1.   Exercise: Your Perception

2.   Exercise: The Customer's Perception

3.   Your Action Plan for Better Service