Telephone Customer Service Training Seminar

The vast majority of customer service interactions take place over the telephone. This creates some interesting communication challenges. Under normal circumstances, human communication is a combination of words, tone of voice and body language, with body language and eye contact being more influential than anything else. Therefore, your customer service staff will have to develop special listening and speaking skills in order to overcome these obstacles and achieve great customer service results.

Our one-day Customer Service Phone Skills seminar is an intensive and highly interactive crash course in how to successfully serve customers by phone. Your staff will learn how to apply sophisticated active listening skills, how to modulate their tone of voice, and how to identify different personality types through conversational cues. The course makes use of small group exercises, role plays and taped coaching sessions to give participants plenty of opportunities to practice their new skills in situations that simulate real calling scenarios.

Seminar Objectives:

Customer Service Phone Skills is a one day skills-based seminar. Upon completion of the seminar the participant will have:

• Redefine their understanding of excellent customer service, and communicate that excellence on the telephone.
• Recognize basic styles of customer behavior and know how to adjust to each style in order to create a positive connection with the customer.
• Use active listening skills to better understand the customer’s needs and find solutions to create agreement.
• Employ effective communication skills and telephone etiquette to help create a comfort level with customers.
• Apply interviewing skills to gain a complete picture of each buyer's attitudes, situations, problems, and priorities.
• Manage difficult buyer behavior and professionally address situations involving anger, doubt, or misinformation.
• Offer creative solutions for a customer's problems, including ways to assist the customer in evaluating options to find the best solution.

On-Site Customer Service Training: can be tailored to the needs of client organization and delivered on-site at time and location of client choice.

For more information and pricing, please complete this form and we will email you a confidential Annotated Outline that will provide you with an hour by hour description of this training seminar.