We all depend on phones every day, and we each have different
phone communication styles. But few people realise how essential proper
telephone techniques are to business. The fact is telephone skills are
critical to quality customer service. Through this course, you will
learn how to represent your company and satisfy the needs of customers
through effective telephone usage
Instructor led, group-paced, classroom-delivery learning model with structured... more details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities
Target Students
This course is intended for customer service representatives... more details
This course is intended for customer service representatives and any client-facing employee who deals with customers.
Prerequisites
There are no prerequisites for this course.
There are no prerequisites for this course.
Course Objectives
Upon successful completion of this course, students will... more details
Upon successful completion of this course, students will be able to:
course objectives
understand quality customer service
learn basic telephone skills
improve basic telephone skills to professional
understand customers
use positive attitude
create an action plan
Course Content
Lesson 1: Quality Customer Service
Topic 1A: Quality Customer... more details
Lesson 1: Quality Customer Service
Topic 1A: Quality Customer Service Topic 1B: Customer Service Is Everyone's Responsibility Topic 1C: Providing Added Service Topic 1D: Summary
Lesson 2: Basic Telephone Skills
Topic 2A: Handling the Telephone Topic 2B: Answering the Telephone Topic 2C: Mastering Voice Inflection Topic 2D: Using Your Best Voice Topic 2E: Addressing the Caller Topic 2F: Making the Outbound Call Topic 2G: Practicing Effective Listening Topic 2H: Managing Telephone Messages Topic 2I:Closing the Conversation
Lesson 3: Professional Telephone Skills
Topic 3A: Asking Questions Topic 3B: Learning to Negotiate Topic 3C: Making the Service Follow-Up Call Delivering Bad News Topic 3D: Avoiding Statements That Give the Wrong Impression Topic 3E: Managing Technology
Lesson 4: Understanding Customers
Topic 4A: Manage Various Customer Behavior Styles Topic 4B: The Assertive Customer Wants Results Topic 4C: The Angry Customer Wants Action Topic 4D: The Amiable Customer Wants to Work Together Topic 4E: The Expressive Customer Wants to Be Engaged Topic 4F: The Analytical / Detail-Oriented Customer Wants Accuracy Topic 4G: Into Action: A Three-Step Plan Topic 4H: What about Your Behavioral Style?
Lesson 5: What Customers Want and the Role of Attitude
Topic 5A: Take Time to Understand Topic 5B: Interpreting Customer Needs Topic 5C: Positive Attitude Is a CHOICE! Topic 5D: Attitude Is Your Key to Success Topic 5E: Your Personal Action Plan for a More Positive Attitude
Locations
Infero Training Ltd is based in the Lace... more details
Infero Training Ltd is based in the Lace Market in Nottingham. Training
courses take place at the following locations including Nottingham,
London, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln,
Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall,
Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.
What you get
Professional Trainer
Comfortable Premises, equipped with all the technology you need
Comprehensive Course Materials (optional)
12 Months Post Course Support
Refreshments, available throughout the day More on Why Train With Us
