Telephone & Customer Service Skills

Length:	½ Day
Audience:	General

Benefits:

Serving customers via the telephone requires a unique awareness of the tone of your voice, the pace of your speech, the emotional intensity of the message, and the volume of your voice.  Being able to think fast on your feet is not just helpful—it’s a necessary survival skill.

Objectives:

• Reinforce the basics of good telephone etiquette
• Take a fresh look at your job…strengths, job satisfaction, service provided
• Understand telephone communication
• Define first impression indicators
• Discuss telephone tips and techniques
• Describe quality customer service
• Identify your customers and list their expectations
• Learn eight steps in dealing with angry, irate, or emotional callers
• Understand self-management dynamics
• Learn tips to reduce stress
• Assess your individual strengths and identify improvement areas
• Complete an action plan