Telephone Techniques for Excellent Customer Service

Description

Participants will raise their awareness about the image they are projecting over the telephone through their words and tone of voice. They will explore ways to develop an appropriate telephone personality and convey information clearly, tactfully, and professionally. Good and bad telephone practices will be covered, along with current business telephone etiquette. Participants will learn the real sources of customer satisfaction and analyze the tension between the need to handle many calls and the need to satisfy each caller. Techniques to manage angry and other difficult callers will be offered.

Objectives

• By the end of this lesson you will be able to name and control 3 - 4 characteristics that create the image you are projecting to your telephone customers.
• You will be able to identify 3 - 4 good and bad telephone customer service practices and their consequences for you and your orgainization.
• You will be able to list several action steps you can take to calm and work with angry callers.
• You will be able to identify several ways to manage other difficult callers and situations, and you will be able to pick a way you'd like to reduce your personal stress.

Book

Your Telephone Personality & Image - Lesson 1

Pages 15 - 26

Call Management - Lesson 2

Chapter 6, 10, pages 30, 32

Managing Angry Callers - Lesson 3

Chaper 2, 3, 4, 5, 9, pages 26 - 30.

Other Telephone Customer Service Challenges - Lesson 4

Chapter 8, 11, pages 27 - 28, 49 - 50.

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