Course Objective: Complete this book, and you’ll know how to:
- Define quality customer service.
- Employ nine basic but important telephone skills.
- Professionally manage complex customer telephone calls
- Manage various customer behavior styles on the telephone
- Interpret customer wants and deliver positive customer service actions
Course Content
Part 1: Quality Customer Service
- Quality Customer Service
- Customer Service Is Everyone’s Responsibility
- Providing Added Service
- Part Summary
Part 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
Part 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
Part 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
Part 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