Formerly Customer-Focused Telephone Techniques
Learn the importance of the telephone and acquire professional skills for better business practice. Professional interactions focus on appropriate tone, effective word choice, and maintaining a positive attitude while reducing stress for yourself and others. Learn to calm an angry customer over the phone and project a confident business image. Enhance emotional intelligence for greater success.
What You Will Learn:
- Define the skills needed to provide excellent customer service.
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Define and explain the five dimensions of customer service and the application to the workplace.
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Identify four types of communication styles and behaviors exhibited by each style.
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Identify a customer’s communication style and practice rapport-building responses based on each style.
- Prepare to reduce stress in difficult situations to resolve customer problems.
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Demonstrate ways to say “no” courteously by using a specialized technique.
- Describe best practices for conference calls.
Who Should Attend:
All employees who use the phone to do business with internal and external customers.
Competencies:
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Approachability
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Composure
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Customer focus
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Listening