Webucator has surpassed all of my expectations! After attending two very different classes, I can easily say that...
More Testimonials »
Customer Service over the Telephone
Delivery Options
- Live Online Training - Public Class (): $325.00 (Register)
- Customized Onsite Training (1 day): Request a Proposal
| Class Date and Time |
Price
|
|
|---|---|---|
|
$325.00
or 1 vouchers
voucher
|
||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher | ||
| $325.00 or 1 vouchers voucher |
Class Description
Class Overview
This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers' needs.
Class Goals
- Learn to provide excellent customer service over the telephone.
- Learn how to greet customers.
- Learn to identify and fulfill customers' needs.
- Learn how to master voice inflection.
- Learn how to listen effectively.
- Learn to manage objections.
- Learn the art of negotiating.
- Learn to ask questions.
- Learn to deliver bad news.
- Learn to manage customer perceptions.
Class Outline
- Quality Customer Service
- Show That You Care
- Proper Telephone Skills
- Skill Overview
- Handling the Telephone
- Mastering Voice Inflection
- Using Your Best Voice
- Addressing the Caller
- Answering the Telephone
- Effective Listening
- Managing Objections
- Learning the Art of Negotiating
- Asking Questions
- Making the Outbound Service Call
- Delivering Bad News
- Exercise: Managing Different Callers
- Exercise: Recognizing Caller Behavior
- Managing Telephone Messages
- Exercise: Customer Perceptions
- Managing Technology
- Closing the Conversation
- Understanding Customer Needs
- What Your Customer Wants
- Assess Your Skills and Attitudes
- Managing the Customer's Perception
- Exercise: Your Perception
- Exercise: The Customer's Perception
- Your Action Plan for Better Service
Class Materials
Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.
Technical Requirements
Our computer technical requirements and setup process is easy, with support just a click away.
- Onsite and Instructor-led Online course technical requirements and setup instructions.
- WebEx system requirements for Instructor-led Online delivery option.
Client Success
Join The Team
- Learn how you can become a Webucator Trainer
- Career Opportunities
Locations
- Where We've Trained
- We have trainers all over North America.
Compare Us
Watch 3-minute Demo Video
of Live Online Training:
of Live Online Training:
Webucator is a Registered Education Provider (R.E.P.) approved by PMI to issue professional development units (PDUs) for our training courses.