Customer Service Over the Phone
Training, Instruction and Documentation
Training
Provided by Treeline Training, Inc.
In today's competitive environment, customer service is often the key that sets a esuccessful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations.
Related Jobs or Careers: The program trains for all jobs across all organizational levels.
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Customer Service Over the Phone
Course Outline:
I. Customer service over the phone
o Developing a service centered attitude
o Build rapport
o Components of customer service
o Identify your role
o Role practice
o Use proper etiquette
o Listen skillfully
o Role plays
II. Handling angry customers
o Handling angry customers
o Saying No in a positive way
o Overcoming mistakes
o Strategies for staying motivated
III. Coaching for accountability and results
o 9 keys to effective leadership
o Service ace rubric
o How to give feedback that improves performance
I. Customer service over the phone
o Developing a service centered attitude
o Build rapport
o Components of customer service
o Identify your role
o Role practice
o Use proper etiquette
o Listen skillfully
o Role plays
II. Handling angry customers
o Handling angry customers
o Saying No in a positive way
o Overcoming mistakes
o Strategies for staying motivated
III. Coaching for accountability and results
o 9 keys to effective leadership
o Service ace rubric
o How to give feedback that improves performance
About The Training Provider: Treeline Training, Inc.
Treeline Training, Inc. - Treeline Training is a leading publisher of soft skills training solutions. Working with strategic partners, we provide unique and customized soft skills learning solutions including communications, leadership, team-building, conflict and stress management, customer service, sales, personal and professional development, diversity training and more...
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