Telephone Customer Service Workshop

Customer Service Phone Skills is a one-day workshop designed to teach the skills that will help improve customer service representative's telephone interactions through an increased understanding of who the customer is and how to treat them effectively. The focus of this seminar is to develop an understanding of what constitutes quality customer service and the correct way to provide these services over the telephone.

Customer Service Phone Skills uses multiple highly interactive exercises, enabling participants to practice skills which apply to their work environment. Intensive feedback is provided by a skilled instructor and the peer group using objective measurement criteria to assess progress.

A behavioral instrument is used in the workshop to determine the representative's primary and secondary behavioral styles when interacting with their customers. This teaches the customer service representative how to be more flexible with different behavioral types in order to create a positive "chemistry," thereby maintaining successful business relationships.

On-Site Training: can be tailored to the needs of client organization and delivered on-site at time and location of client choice.

Objectives:

Participants will learn to:

  • Redefined their perception of customer service, customer expectations, and how it translates in a telephone conversation.
  • Learned to recognize basic styles of customer behavior and simultaneously determining how to adapt to each style to create positive "chemistry".
  • Analyzed the customer's perspective in various situations and determined positive and negative behavior that can determine opportunities to gain agreement.
  • Understood the need to be a good listener and its significance in effective communication.
  • Learned effective communication skills and telephone etiquette in order to address the customer's needs so that they feel comfortable and satisfied.
  • Learned how to apply questioning skills for an in-depth analysis of each buyer's attitudes, situations, problems, and priorities in order to determine an optimum strategy for how to deal with them.
  • Learned to manage difficult buyer behavior and situations involving real obstacles, e.g., anger, doubt, or misinformation.
  • Learned how to offer creative options for a customer's problems, as well as to assist the customer in selecting the best options as a solution.


For more information and pricing, please complete this form and we will email you a confidential Annotated Outline that will provide you with an hour by hour description of this training seminar.

Class Size: 8-20 (Please note that we can increase the class size for private seminars)
Length: 1 day
Time: 8:30 AM - 5:00 PM