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Essential Phone Techniques for Customer Service

Learn effective strategies to provide high quality customer service over the phone.Did you know that you are limited to about 40 percent of your ability to get a message across on the telephone? Your customers donít have the benefit of a nice firm handshake; they canít see a smile or how well youíre dressed; no body language to read; no facial expressions for cues. You only have your attitude, audible senses and vocal tone at work. As a result, your telephone communication skills are critical. Most of us draw mental pictures of our customers or prospects while on the telephone, often establishing long-term working relationships without having met them. Indeed, weíre quick to visualize the person on the other end of the telephone without realizing that same person is drawing a mental picture of us, too. How does the person on the other end of the line perceive you? Do you project professionalism? Are you perceived to be knowledgeable, confident, and competent? How well do you demonstrate characteristics that create an image your customers will remember with pleasure? Do you give the impression you will go the extra mile for customers? Jeannie will share tips, tricks and techniques to help you present exactly the image you want each customer to have of you Ö and your organization. You will learn what to do before you pick up the phone, how to solve problems without transferring the customerís call, how to determine what the customer really wants, and tips on handling situations where you need to transfer or give the customer unpleasant news.


Runtime: 93 minutes
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Overview

  • Learning Objectives
  • Own Every Customer Interaction

Ready, Get Set, Go

  • Your Personal Lobby
  • Look Good to Yourself
  • Develop and Demonstrate a Can-Do Attitude

Tips to Achieve One Call Resolution

  • Identify Resources and Support Tools
  • Positive Words and Phrases
  • Identify Common Issues

What Does Your Customer Really Want?

  • Call Screening Techniques
  • Probing Techniques
  • Listening on Purpose

Handling Delicate Customer Interactions

  • Managing Your Personal Attributes
  • Complaint Call Behavioral Styles and Strategy
  • Sharing Unpleasant News
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on July 18, 2017.

Call 1-866-352-9540 for further credit information.

  • IAAP 1.5
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     

Audio & Reference Manual

No credit available.

MP3 Download

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Jeannie Davis

Jeannie Davis

Now Hear This, Inc.

  • President of Now Hear This, Inc. with more than 22 years focusing on enhancing interpersonal communication skills and telephone communication keynote presentations, workshops and seminars
  • Lorman Education Services recognizes Jeannie as a Platinum Distinguished Faculty member
  • Award-winning writer of Beyond Hello: A Practical Guide For Excellent Telephone Communication and Quality Customer Service and contributing writer of Real World Customer Service Strategies That Work
  • Writer of numerous published articles and respected national authority on telephone communication for great customer service
  • 22 year professional member of the National Speakers Association (NSA); past president of the International Customer Service Association Colorado Chapter (ICSA)
  • Produced 4-pack audio CD learning series comprised of most requested keynote presentations
  • Clients include Fortune 500 companies and national associations
  • Can be contacted at 303-337-1991, [email protected] or www.phoneskills.com
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Pay once and get a full year of unlimited training in any format, any time!

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* For audio recordings you only pay shipping

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Product ID: 399558
Published 2017
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