Telephone Courtesy and Customer Service

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.