|
Provided by: Serebra Learning Corporation Excellence in Service - Communicating with Customers Virtually |
 |
Training
Provided by Serebra Learning Corporation
In Excellence in Service: Communicating with Customers Virtually you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail.
|
|
||||||||
Excellence in Service - Communicating with Customers Virtually
Identify ways to provide superior telephone service.
Identify ways to manage the telephone.
Identify ways to effectively use e-mail.
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
Audience
This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations.
Objective
Topics Include
Unit 1: Providing Superior Telephone Service
- Identify subtle changes you can make when communicating with Drivers over the telephone.
- Identify subtle changes you can make when communicating with Influencers over the telephone.
- Identify subtle changes you can make when communicating with Steadies over the telephone.
- Identify subtle changes you can make when communicating with Conventionals over the telephone.
- Identify important aspects of using telephone etiquette.
- Identify verbal techniques used to project a positive telephone image.
- Identify non-verbal techniques used to project a positive telephone image.
Unit 2: Managing the Telephone
- Sequence the steps for providing quality customer service over the telephone.
- Identify guidelines for placing a customer on hold.
- Identify guidelines for transferring a customer's telephone call.
- Identify guidelines for using voice mail.
- Identify guidelines for leaving voice mail messages.
Unit 3: Practicing E-mail Etiquette
- Identify ways to compose easy-to-read e-mails.
- Identify subtle changes you can make when communicating with Drivers in an e-mail.
- Identify subtle changes you can make when communicating with Influencers in an e-mail.
- Identify subtle changes you can make when communicating with Steadies in an e-mail.
- Identify subtle changes you can make when communicating with Conventionals in an e-mail.
- Identify subtle changes you can make when communicating with people of different behavioral styles.
- Identify e-mail pitfalls you should avoid.
Duration
2 Hours
Minimum Requirements
(Currently no course requirements information)
Media
CDROM
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
