Telephone Courtesy and Customer Service

Course Overview

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 self-paced book, you will learn how to represent your company and satisfy the needs of customers through effective telephone usage.

Duration

6 Hours. Training times can be arranged in more manageable sessions of 3 hours over 2 days.

Delivery Method

Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises by one of our professional facilitators. Alternatively, you can join a virtual public course by clicking on the Register Now button.

Who Should Attend

The course is recommended for candidates who wish to learn and/or improve their telephone etiquette skills.

Prerequisites

This course is designed for the student who has little or no experience.

Course Content

Section 1: Quality Customer Service

• Quality Customer Service
• Customer Service Is Everyone's Responsibility
• Providing Added Service
• Part Summary

Section 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
• Part Summary

Section 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
• Part Summary

Section 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?
• Part Summary

Section 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
• Part Summary

The Secret to Success

Short courses are an easy and effective way to upskill your people. This enables them to apply their new knowledge in your workplace immediately.