Contemplate this costly fact: 68% of your customers who stop using your services and/or products do so because of perceived employee  indifference or rudeness. So be assured that solid etiquette and customer service skills make a giant difference to your customers and therefore, your profits.
This course is a specially customized, that delivers telephone etiquette and customer service training live at your facility. Presented in a fun and interactive way for higher retention, it provides your frontline staff with soft skills techniques for managing every call effectively and positively. Customization for your program is developed through an onsite observation, which allows for real life scenarios to be woven in and demonstrated throughout the training. Your staff will be provided with specific and practical techniques they can use on the very next call!
What your staff will learn:
- Voice tone techniques that quickly build a healthy rapport with customers
- Effective methods to guide and control a phone call
- Techniques to create a positive first and lasting impression
- Delivering a negative message in a positive way while increasing acceptance and understanding
- How their frame of mind can help or hinder customer service excellence
- Ways to satisfy a customer’s emotional needs
- How to transform an unhappy customer into a satisfied one without supervisor intervention
- How to view telephone work as meaningful and rewarding
After this program, your staff will realize the considerable effect that kindness, courtesy and relationship-building has on your customers. And they’ll have the call management tools to positively influence each customer’s business and loyalty to your company.
Course Content
Incoming Call Guidelines
- Maximum rings before answering
- Opening remarks
- Voice tones that welcome
- Addressing the customer by name
Putting the Caller "On-Hold" guidelines
- How to put a caller on-hold
- Maximum length of time on-hold
- Taking the caller off-hold
Taking Messages Guidelines
- Getting critical details
- What to say about returning the call
Closing the Call Guidelines
- Ending the call efficiently
- Making callers feel glad they called
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