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Generally, customer service contacts for most sectors occur, at
least initially, over the telephone. While the telephone is by far
the fastest and most efficient method for addressing customer service
issues, this medium has limits that must be overcome in order to
deliver the courteous, warm, personal service that most customers
desire when doing business with anyone. These limits can be easily
addressed with an excellent customer service training program, based
on our renowned customer service training model.
Our one-day Customer Service Phone Skills Training Seminar
is designed to help customer service representatives in any industry
provide outstanding customer service that transcends some of the
natural limits of telephone communication. This customer service
training course is easily adaptable to any customer service training
situation, including call center customer service training, customer
service representative training, customer service skill training,
phone customer service training, sales customer service training,
customer service training development, customer service training
education, customer service management training, customer service
employee training, customer service field representative training,
customer service center training, internal customer service training,
customer service business training, and customized customer service
training. This customer service training class uses standard industry
equipment to create customer service training simulations that are
almost identical to an on-the-job scenario. Making use of customer
service training games, customer service training tools, customer
service training tips, sophisticated customer service training education
strategies and a comprehensive customer service training manual,
each participant will be able to practice new customer service training
skills as they learn them. They will also receive coaching and feedback
from our professional customer service training coaches.
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Customer Service Training Objectives:
Participants in our Customer Service Phone Skills Training Class
will learn to:
- Redefine their perception of customer service and customer expectations,
and see how to address each of these in the context of a telephone
conversation.
- Recognize basic styles of customer behavior and simultaneously
determine how to adapt to each style to create rapport.
- Make use of customer service training materials to analyze
the customer's perspective in various situations, and respond
to both positive and negative behaviors in ways that can create
opportunities to gain agreement.
- Understand the need to be a good listener and its significance
in effective communication.
- Employ effective communication skills and telephone etiquette
in order to address the customers’ needs so that they feel
comfortable and satisfied.
- Apply questioning skills for 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.
- Use customer service training tools to manage difficult buyer
behaviors and situations involving real obstacles, e.g., anger,
doubt, or misinformation.
- Follow customer service training techniques that will offer
creative options to address a customer's problems, as well as
assist the customer in selecting the best options for solutions.
On-Site Customer Service Phone Skills Training Classes can
be tailored to the needs of your organization and delivered on-site
at a time and location of your choice.
Contact Us
for information on registration, scheduling and pricing for our
Customer Service Phone Skills Training Workshops.
Customer Service Training –
Customer Service Management Training Group, Inc.
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