Course Content
Part 1: Quality Customer Service
You Play a Key Role
Customer Service Is Everyone’s Responsibility
The Importance of the Telephone Within Your Organization
Part 2: Proper Telephone Skills
Skill 1: Handling the Telephone
Skill 2: Mastering Voice Inflection
Skill 3: Using Your Best Voice
Skill 4: Addressing the Caller
Skill 5: Answering the Telephone
Skill 6: Practicing Effective Listening
Skill 7: Managing Objections
Skill 8: Learning the Art of Negotiation
Skill 9: Making the Service Follow-Up Call
Skill 10: Asking Questions
Skill 11: Making the Outbound Service Call
Skill 12: Delivering Bad News
Skill 13: Managing Different Caller Behaviors
Skill 14: Managing Telephone Messages
Skill 15: Managing the Customer Callback
Skill 16: Avoiding Statements That Give the Wrong Impression
Skill 17: Managing Technology
Skill 18: Closing the Conversation
Part 3: Understanding Customer Needs
Take Time to Understand
What Your Customer Wants
Interpreting Customer Needs
Attitude Is Your Key to Success
Quality Customer Service Defined
Part 4: Managing the Customer’s Perception
Create a Positive Image
Part 5: A–F
Introduction
Attitude: It’s Your Choice
Be Friendly Before You Know Who It Is
Buffer Words
Bureaucratic Bounce
Call Centers
Cellular Phones
Cliff-Hangers
Company Jargon
Controlling the Conversation
Don’t Be Too Busy to Be Nice
Eight Great Hates
Email
Emotional Leakage
Fast Talkers
Five Forbidden Phrases
Foreign Accents
Front-Line Operators