Good Answer: Tactics for Giving Great Service over the Telephone
Available Formats: Virtual Classroom Course
This web-based telephone customer service course will:
Provide a thorough overview of great service over the phone.
Stress the importance of making service-centric choices.
Offer suggestions for dealing with difficult situations and managing stress.
The telephone has changed a lot since it burst on the scene in 1876, but a few fundamentals have stayed the same. This course focuses exclusively on best practices for delivering great customer service over the phone. The program looks at the importance of choosing a service strategy, the mechanics of a strong greeting, skills for navigating calls, tactics for dealing with unhappy callers and challenging situations, and methods for reducing stress.
At this program’s conclusion, participants should be able to:
Explain the importance of great service.
Craft a professional greeting.
Demonstrate the proper way to greet, transfer, and place callers on hold.
Employ best practices for listening to callers.
Effectively deal with dialects and accents on the telephone.
Rephrase blunt communication for better results.
Apply proven techniques for dealing with angry or upset customers.
Manage job stress.
Develop an action plan to improve their customer-service skills.
Great Service Matters: Why Companies Care
Great Greetings: Starting on the Right Foot
Best Practices for Calls: A Proven Roadmap
When We Can’t Immediately Help: Holds and Transfers
Tactics for Dealing with Difficult Calls and Demanding Callers: When the Going Gets Tough
Wrapping Up Calls: Ending on a Good Note
Stress Management: Refresh and Reset
By the conclusion of the end of this web-based training course, participants should understand the fundamentals of using the telephone to provide customers with great service.
Questions This Page Answers About Web-Based Telephone Customer Service Training
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Training Participant, ICBA
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
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“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
TELEPHONE CUSTOMER SERVICE WEB-BASED TRAINING
COURSE . WEBINAR . PROGRAM