Excellence in Service Communicating With Customers Virtually

Training Provided by 123-CBT Computer Based Training 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.

Learn To:

• Identify ways to provide superior telephone service.
  
• Identify ways to manage the telephone.
  
• Identify ways to effectively use e-mail.

Audience:

This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations.

Deployment:

e-Learning

Accreditation

NASBA credits: 3 CPE Credits
CEU credits: .2 CEUs

Language Options:

US English

Total Learning Time:

2 hours

Objectives:

Unit 1: Providing Superior Telephone Service (0.5 hours)

• 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 (0.5 hours)

• 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 (1 hour)

• 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.

Excellence in Service Communicating With Customers Virtually --

About The Training Provider: 123-CBT Computer Based Training

More Excellence in Service Training from 123-CBT Computer Based Training

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• Excellence in Service Building Lasting Customer Relationships
• Excellence in Service Creating an Exceptional Service Environment
• Excellence in Service Establishing Service Standards
• Excellence in Service Fundamentals for Employees
• Excellence in Service Series
• Excellence in Service Solving Customer Problems
• Excellence in Service Working With Upset Customers