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Telephone Courtesy
& Customer Service
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Course Outline
Duration:
1 Day
Description:
Give employees effective telephone skills and you will see what a
powerful business tool the phone can be. Everything from voice inflection to
follow-up calls is covered in this course. Understand customers' needs, ask
effective questions and master proper telephone techniques.
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: Handing 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: Making the
Outbound Service Call
- Skill 12: Delivering Bad
News
- Skill 13: Managing
Different Caller Behaviors
- 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 Your Customer Wants
- Interpreting Customer
Needs
- Attitude Is Your Key to
Success
- Quality Customer Service
Defined
Part 4: Managing the Customer’s Perception
- Create a Positive Image
- Your Telephone Service
Skills Inventory
- Your Action Plan for
Better Service
