Telephone Skills: Terrific Telephone Customer Service

EXECUTIVE SUMMARY

• ½ to 2 day interactive program

• Designed to assist telephonic customer service employees and receptionists in dealing professionally in a telephonic environment

• Participants will master concepts in effective communication techniques and how to manage their customer's inquiries and problems via the telephone

• Participants will learn effective telephone skills and be able to improve their representation of their company

COURSE OVERVIEW

This 1 day program is designed to assist employees who spend most of their time dealing with telephonic customer service or as receptionists in dealing professionally in a telephonic environment. Students will be provided with concepts in effective communication techniques and how to effectively deal with their customer's inquiries and problems via the telephone. Through role-play and structured critique and feedback techniques, participants will learn effective telephone skills and be able to improve their representation of their company with the telephone.

COURSE BENEFITS

Our Telephone Skills Program helps people in your organization:

• Increase employee empathy with your customers
• Learn their own personality styles
• Recognize and adapt to customer personality styles
• Overcome communication barriers and reduce conflict
• Learn how to manage their customer's inquiries and problems via the telephone
• Learn effective telephone techniques and be able to improve their representation of their company

COMMENTS FROM COURSE PARTICIPANTS

"I've taken telephone Skills workshops before, but yours gave me some new ideas!"

Stacy Logan, Texas Food Bank

"Thanks for giving such an entertaining seminar on an old topic!"

Cindy Hopwell, Texas Food Bank

"Your information was well presented and timely for our organization."

Jack Wells, Hendricks Medical Center

PROGRAM OBJECTIVES

At the end of this program, "Terrific Telephone Techniques", participants will:

• Be able to understand the four basic behavioral styles and adapt their behavior style to that of the caller.
• Know the rules of Telephone etiquette and be able to employ these rules for successful telephone encounters.
• Be able to take and record telephone messages efficiently and appropriately.
• Improve their telephone skills by improving and enhancing their listening skills.
• Be able to understand what makes a good telephone voice and gain the skills to train their telephone voice.
• Be able to list and define the three sections of the successful telephone call.
• Understand and utilize various probing questions to elicit appropriate responses from callers.
• Understand how to handle complaints and diffuse angry callers.

COURSE LENGTH AND LOCATION

This program can be done in a 1 or 2 day format. A 2 day program is recommended for the greatest impact on your organization. We can do the course at your location or at an off site conference facility.

PROGRAM TOPICS

Section 1 - Understanding Both Ends Of The Line!

• Assessing Your Style
  
• Utilizing & Interpreting The Personal Profile System®
  
• DISC Behavioral Styles
  
• Identification Of Your Primary Behavioral Style
  
• Assessing Your Behavioral Style And Its Impact On Customer Service
  
• "Reading", Responding & Adapting To Your Customer's Behavioral Style
  
• Using Style Assessor Sheets
  
• Managing Customer Interactions Effectively
  
• What You Perceive, is What You Receive
  
• Development of Effective Customer Service Plans

Section 2 - Exceptional Telephonic Etiquette

• The First Impression
  
• The Ahhh's of Telephone Etiquette
  
• Taking Accurate Messages

Section 3 -- LISTENTICATION: The Art of Hearing What is Said And Seeing What You Hear!

• Listening Statistics
  
• Common Reasons For NOT Listening
  
• Active Listening Skills And Techniques
  
• Other Factors In Sending Messages
  
• How To Become A More Effective Listener

Section 4 -- CONTROLLING THE CALL

• Your Telephone Voice
  
• Three Sections Of The Successful Telephone Call
  
• Probing Questions

Section 5 -- DIFFUSING THE ANGRY CALLER

• How To Handle Complaints
  
• The 10 Power Words To Soothe A Savage Caller
  
• Out Of Sight, (Or Hearing), Out Of Mind