Target Population: All employees who
use the telephone for customer service activities
Group Size: Up
to 18 participants
Length of Program: One
Day
Course
Format: Highly
experiential... "How-to" techniques
and job-relevant theory...Situational
role-plays... Audio-tape analysis...
Models to follow... Problem-solving discussions...
Instructor and group feedback
The Need
Companies now realize the cost-effective
benefits of customer service via the telephone. A company's
reputation is greatly affected by its customer relations
specialists and their ability to handle complaints and
inquiries, and solve problems. Poor internal customer relations
can damage public relations and company morale.
Objectives
• To develop a
flexible approach to customer service activities
• To identify characteristics of telephone service excellence
• To identify means of solving problems and dealing with difficult
callers
• To define applications for handling internal customers
Program Content
• Dealing with irate
customers
• Getting to the root of the problem: Listening, visualizing, questioning
• T-Bar Method for jotting down key points
• Effective telephone techniques
• Problem-solving tactics
• Active listening on the phone
• Organizing and presenting the message, logically and concisely
• Vocal dynamics: Projection, enthusiasm, and power pausing
• Typical problems in customer service... and how to respond to them.
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