Essential Phone Techniques for Customer Service
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Learn effective strategies to provide high quality customer service over the phone.Did you know that you are limited to about 40 percent of your ability to get a message across on the telephone? Your customers don't have the benefit of a nice firm handshake; they can't see a smile or how well you're dressed; no body language to read; no facial expressions for cues. You only have your attitude, audible senses and vocal tone at work. As a result, your telephone communication skills are critical. Most of us draw mental pictures of our customers or prospects while on the telephone, often establishing long-term working relationships without having met them. Indeed, we're quick to visualize the person on the other end of the telephone without realizing that same person is drawing a mental picture of us, too. How does the person on the other end of the line perceive you? Do you project professionalism? Are you perceived to be knowledgeable, confident, and competent? How well do you demonstrate characteristics that create an image your customers will remember with pleasure? Do you give the impression you will go the extra mile for customers? Jeannie will share tips, tricks and techniques to help you present exactly the image you want each customer to have of you ... and your organization. You will learn what to do before you pick up the phone, how to solve problems without transferring the customer's call, how to determine what the customer really wants, and tips on handling situations where you need to transfer or give the customer unpleasant news.
AuthorsJeannie Davis, Now Hear This, Inc.
• Learning Objectives
• Own Every Customer Interaction
Ready, Get Set, Go
• Your Personal Lobby
• Look Good to Yourself
• Develop and Demonstrate a Can-Do Attitude
Tips to Achieve One Call Resolution
• Identify Resources and Support Tools
• Positive Words and Phrases
• Identify Common Issues
What Does Your Customer Really Want?
• Call Screening Techniques
• Probing Techniques
• Listening on Purpose
Handling Delicate Customer Interactions
• Managing Your Personal Attributes
• Complaint Call Behavioral Styles and Strategy
• Sharing Unpleasant News