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Telephone Etiquette to Support Customer Service
Description

This course teaches students how to provide exemplary customer service over the phone. Students will learn about listening techniques, when to use open- and close- ended questions, how to resolve problems, and how to effectively and successfully handle irate customers.

Audience

Customer service professionals

Prerequisites

None.

Duration

Half Day

Course outline

1. Telephone Etiquette

  • Skills Inventory
  • 5 Points of a Customer Service Star
  • Definition of Customer Service
  • Good Customer Service vs. Bad Customer Service
  • Can You Believe These Statistics?
  • Requested Telephone Standards
  • Greetings When Answering the Telephone in Person
  • Greeting When Your Voice Mail Answers the Telephone
  • Other Telephone Standards
  • Asking Questions
  • Why Questions are Important
  • What Kinds of Questions
  • Why Listening is Important
  • How We Demonstrate Listening
  • Why Confirming is Important
  • How We Demonstrate Confirming
  • Open-Ended Questions
  • Close-Ended Questions
  • Echo Questions
  • Rhetorical Questions
  • Resolving Problems
  • By-the-Book Betty
  • Resourceful Regina
  • Handling Irate Customers
  • Reliance on Voice Mail

 
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Wintrac Inc.
16523 SW McGwire Ct.
Beaverton OR 97007
 
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