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Telephone Courtesy & Customer Service, Fourth Edition
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Duration: Self-study Description: We all depend on phones every day, and we each have different phone styles. But few people realize how essential proper telephone techniques are to business. The fact is: telephone skills are critical to quality customer service. Learn how to represent your company and satisfy the needs of customers at the same time through effective use of this important business tool. Table Of Contents: Part 1: Quality Customer Service Quality Customer Service Customer Service Is Everyone's Responsibility Providing Added Service Part Summary Part 2: Basic Telephone Skills Skill 1: Handling the Telephone Skill 2: Answering the Telephone Skill 3: Mastering Voice Inflection Skill 4: Using Your Best Voice Skill 5: Addressing the Caller Skill 6: Making the Outbound Call Skill 7: Practicing Effective Listening Skill 8: Managing Telephone Messages Skill 9: Closing the Conversation Part Summary Part 3: Professional Telephone Skills Skill 1: Asking Questions Skill 2: Learning to Negotiate Skill 3: Making the Service Follow-Up Call Skill 4: Delivering Bad News Skill 5: Avoiding Statements That Give the Wrong Impression Skill 6: Managing Technology Part Summary Part 4: Understanding Customers Manage Various Customer Behavior Styles The Assertive Customer Wants Results The Angry Customer Wants Action The Amiable Customer Wants to Work Together The Expressive Customer Wants to Be Engaged The Analytical / Detail-Oriented Customer Wants Accuracy Into Action: A Three-Step Plan What about Your Behavioral Style? Part Summary Part 5: What Customers Want and the Role of Attitude Take Time to Understand Interpreting Customer Needs Positive Attitude Is a CHOICE! Attitude Is Your Key to Success Your Personal Action Plan for a More Positive Attitude Part Summary |
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