Telephone Courtesy and Customer Service
Don't let poor phone skills hurt your organization's reputation.
This training course, based on the book "Telephone Courtesy & Customer Service" by Lloyd Finch, is guaranteed to earn your organization outstanding marks in customer service.
Learn the importance of effective telephone techniques and how to correctly identify customer wants and needs with positive, motivating instruction.
This training course includes practical case studies, skills
inventories and personal action plans; plus, exercises for managing difficult customers! This training course is ideal for receptionists, customer service representatives and collectors.
Benefits
Get in touch with customers wants and needs with attentive customer services skills.
Ensure that your telesales department understands the power of positive telephone techniques.
Improve your business reputation with a highly skilled staff
Course Outline
Section A: Telephone Courtesy
Introduction
Course Overview
Show You Care
Section B: The Basics
Do's and Don'ts
Answering Courtesy
Your Voice
Section C: Give and Take
Telephone Interaction
Managing Objections
Negotiating
Action Plans
Section D: Managing the Call
Caller Behaviors
Voice Mail
Do's and Don'ts
Conclusion
Price: £99 (including VAT and delivery) for Single User Licence
