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Provided by: Webucator Customer Service over the Telephone |
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Training
Provided by Webucator
This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers
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Customer Service over the Telephone Seminar Schedule
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Customer Service over the Telephone
Customer Service over the Telephone Class Overview
This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers' needs.
Customer Service over the Telephone Class Goals
- Learn to provide excellent customer service over the telephone.
- Learn how to greet customers.
- Learn to identify and fulfill customers' needs.
- Learn how to master voice inflection.
- Learn how to listen effectively.
- Learn to manage objections.
- Learn the art of negotiating.
- Learn to ask questions.
- Learn to deliver bad news.
- Learn to manage customer perceptions.
Customer Service over the Telephone Class Outline
- Quality Customer Service
- Show That You Care
- Proper Telephone Skills
- Skill Overview
- Handling the Telephone
- Mastering Voice Inflection
- Using Your Best Voice
- Addressing the Caller
- Answering the Telephone
- Effective Listening
- Managing Objections
- Learning the Art of Negotiating
- Asking Questions
- Making the Outbound Service Call
- Delivering Bad News
- Exercise: Managing Different Callers
- Exercise: Recognizing Caller Behavior
- Managing Telephone Messages
- Exercise: Customer Perceptions
- Managing Technology
- Closing the Conversation
- Understanding Customer Needs
- What Your Customer Wants
- Assess Your Skills and Attitudes
- Managing the Customer's Perception
- Exercise: Your Perception
- Exercise: The Customer's Perception
- Your Action Plan for Better Service
Customer Service over the Telephone Class Materials
Each student will receive a comprehensive set of materials, including course notes and all the class examples.
Class Technical Requirements
Our computer technical requirements and setup process is easy, with support just a click away:
- Click here for technical requirements and setup instructions
About The Training Provider: Webucator
Webucator - Webucator delivers customized onsite, instructor-led online and at-your-own-paced technical training throughout the United States and worldwide. Webucator has trained 40 percent of the Fortune 100.
Onsite Class Delivery:
Our onsite classes are delivered for private groups at your offices or a location of your choice. These classes can also be delivered through a web conference for...
