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 with their clients.

This is achieved through an increased understanding of who the customer is and how to treat them effectively. The focus of this workshop is to develop an understanding of what constitutes quality customer service and the correct way to provide these services over the telephone.

Our Customer Service Phone Skills Workshop uses multiple highly interactive exercises. This enables participants to practice skills which apply specifically to their work environment. Intensive feedback is provided by a skilled Baker Communications instructor and the peer group using objective measurement criteria to assess specific skill development and progress.

Our 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".

On-Site Training: Will be tailored to the needs of the client organization and delivered on-site at a time and location of the clients choice. Many of the skills learned in this class are also covered in our public Exceptional Customer Service workshop.

Objectives:

Participants will learn to:

• Understand and utilize good listening skills.
• Redefine their perception of customer service, customer expectations, and how it translates in a telephone conversation.
• Recognize and deal with basic styles of customer behavior and simultaneously determine how to adapt to each style to create positive "chemistry".
• Analyze the customer's perspective in various situations and determine positive and negative skills that can determine opportunities to gain agreement.
• Understand the need and skills of asking difficult, leading and direct questions.
• Develop effective communication skills and telephone etiquette.
• Apply closing skills after completing 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.
• Manage the top 10 difficult customer objections.
• Handle anger, doubt and misinformation.
• Offer creative options for customer problems.

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.