Customer Service over the Telephone (SRV151)

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.

1. Quality Customer Service
   1. Show That You Care
2. Proper Telephone Skills
   1. Skill Overview
   2. Handling the Telephone
   3. Mastering Voice Inflection
   4. Using Your Best Voice
   5. Addressing the Caller
   6. Answering the Telephone
   7. Effective Listening
   8. Managing Objections
   9. Learning the Art of Negotiating
   10. Asking Questions
   11. Making the Outbound Service Call
   12. Delivering Bad News
   13. Exercise: Managing Different Callers
   14. Exercise: Recognizing Caller Behavior
   15. Managing Telephone Messages
   16. Exercise: Customer Perceptions
   17. Managing Technology
   18. Closing the Conversation
3. Understanding Customer Needs
   1. What Your Customer Wants
   2. Assess Your Skills and Attitudes
4. Managing the Customer's Perception
   1. Exercise: Your Perception
   2. Exercise: The Customer's Perception
   3. Your Action Plan for Better Service

Each student receives a comprehensive set of materials, including course notes and all class examples.