It is not unusual these days for an organization to conduct

It is not unusual these days for an organization to conduct more than 80 percent of its customer contact by

phone.

Exercising

proper

telephone

techniques

has

become

essential.

This

upbeat

group

training

video

program uses humor and practical tips to teach the basics of good telephone techniques. Participants learn to

improve their customer

service skills

and to

use the telephone more effectively.

The topics covered range

from voice inflection to negotiating.

Group Video Program Includes:

?

?

?

?

Training Video

Role Playing Video

Three Books

Training Manual and Materials

Duration: 2 to 4 hours

Course 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: Handling 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

∕

aking the Outbound Service Call

Skill 12: Delivering Bad News

Skill 13: Managing Different Caller Behaviours

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 our Customer Wants

Interpreting Customer Needs

Attitude Is Your Key to Success

Quality Customer Service Defined