TELEPHONE TECHNIQUES for MORE EFFECTIVE CUSTOMER SERVICE

DESCRIPTION:
One of the major aspects for delivering excellent customer service requires solid competencies in TELEPHONE TECHNIQUES. This skill-based seminar provides attendees with valuable techniques designed to enhance more effective applications of telephone practices. In addition, attendees will be able to apply these techniques to training others.

OBJECTIVES:
At the end of this course, you will be able to:
• Assess current skills in telephone applications
• Identify the 5 basic rules of telephone responsiveness
• Differentiate between internal and external telephone customers and when to apply flexibility
• Practice effective telephone communication skills (CARING COMPETENCIES) for responding to complaints, accents, suggestions, requests, and particularly irate customers in a knowledgeable, clear and polite manner
• Learn how to use the telephone as a problem-solving tool
• Apply customer service standards to enhancing professionalism and teamwork

LENGTH of Seminar: One day
Number of Participants Per Session: 20-25

Professional development training created and presented by: C.W. HINES and Associates, Inc.