Telephone Skills for Superior Customer Satisfaction

    

Summary:
Customers, both internal and external, expect and often demand excellent service at all times. In our world of instant communications, satisfying those customers is a challenge. To meet this challenge, telephone customer service professionals must possess not only content/product knowledge, but superior interpersonal communication skills as well. When a customer is in crisis, the correct telephone response may be the one opportunity to create or keep a satisfied customer. Understanding customers' needs, quickly responding to their demands and developing strategies to deal with the most difficult situations will be the focus of this course.

Duration:
1 Day/Lecture & Workshop

Audience:
This course is intended for help desk and customer service personnel.

Topics:

• Defining excellent customer service
• Assessing your customer service strengths and weaknesses
• Internal and external distractors
• Dealing with difficult customers
• Writing scripts
• Personal action plan
• Telephone communication skills

Prerequisites:
There are no prerequisites for this course.

Last Update: May 23, 2012