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Telephone
and Customer Service Skills |
Whether its sales support, handling complaints,
answering inquiries or providing routine information, customer
service reps. leave lasting impressions. Impressions that not
only define your service image,but also determine whether customers
return or take their business elsewhere. The voices of your CSRs
tell your customers how much or how little they count and says
everything about the quality of your team and policies. So its
good business sense to put your organizations best voice
forward.
This workshop is specifically designed to help anyone who answers
your organizations phones put their best customer service
skills forward, to manage incoming calls positively and efficiently,
to interact helpfully and respectfully with inquisitive, irate,
complaining, stress inducing, and abusive callers. The workshop
is also designed to increase proficiency in managing customer
calls, help satisfy customer concerns, resolve customer problems,
and build a strong base of customer service satisfaction through
structured learning experiences. |
A
Model Two Day Program Outline |
Cornerstones of Effective Customer
Service Communication
E veryones a CustomerDefinition of Effective Customer
Service |
Steps for Improvement |
- Dimensions of Communication--Building a Relationship
- How to Confirm and Disconfirm Callers
- Managing Politeness and Callers Face Concerns
- Conveying a Profesional Service Image
- Building Credibility with Your Customers
- Dont Put the Caller on the Defensive
- Managing Cultural and Temperament Diversity
in Communication
- Tips on Telephone Etiquette
- Vocal Elements of Telephone Communication
(70% of the Meaning)
- Five Types of Listening Skills
- Letting the Customer Know You Hear Their
Concerns/Problems and Want to Help
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- Setting up an Efficient System
- Asking and Answering Questions Effectively
- Referring or Transferring Calls
- Managing Stressful, Difficult, Irate Calls
- Managing Long Winded Callers
- Managing Complaint Calls
- Managing Abusive Callers
- Summarizing and Closing the Call
- Following Up when Required (Exercises can
be videotaped to provide relevant analysis of participants in
the process of customer service communication)
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Optional
Individualized Program |
Debriefing session |
Expert will meet one-on-one with each (or designated)
participant to identify strengths and offer suggestions for reducing
stress, improving call efficiency, managing difficult, stressful
challenging callers, summarizing and closing the call. Sessions
can be videotaped. |
Entire workshop group meets to share experiences,
ideas, success stories, identify skills that are working well,
and what areas may need more attention. |
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Participants receive custom training
manuals and tips sheets, a list of recommended reading material,
and session videotapes for further review.
This program can be customized to meet corporate and participant
needs and can be delivered in modules. |
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nadine@nadinepellegrino.com
Copyright ©2004 Nadine Pellegrino. All rights reserved.
Nadine Pellegrino Executive Communications
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