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Tele-Service
Customer Service Telephone Etiquette
Call Center Skills Training
Contemplate this costly fact: 68%
of your customers who stop using your services and/or products
do so because of perceived employee indifference or rudeness. Add to that the 85% of polled consumers that said that negative customer service experiences would drive them to switch providers. (click here to learn more)
So be assured that solid etiquette and customer service skills make a giant difference to your customers and therefore, your profits.
PHONE PRO’s Tele-Service course is a customized seven hour course that delivers telephone etiquette and customer service training live at your facility. Presented in a fun and interactive way to ensure higher retention,
it provides your frontline staff with soft skills techniques for managing every call effectively and positively. Customization for your program is developed through an onsite observation, which allows for real life scenarios to be woven in and demonstrated throughout the training. Your staff will be provided with specific and practical techniques they can use on the very next call!
What your staff will learn:
| • | Voice tone techniques that quickly build a healthy rapport with customers |
| • | Effective methods to guide and control a phone call |
| • | Techniques to create a positive first and lasting impression |
| • | Delivering a negative message in a positive way while increasing acceptance and understanding |
| • | How their frame of mind can help or hinder customer service excellence |
| • | Ways to satisfy a customer’s emotional needs |
| • | How to transform an unhappy customer into a satisfied one without supervisor intervention |
| • | How to view telephone work as meaningful and rewarding |
With Phone Pro's customer service training, your staff will realize the considerable effect that kindness, courtesy and relationship-building has on your customers. And they’ll have the call management tools to positively influence each customer’s business and loyalty to your company.
What’s the next step after your staff has completed the Tele-Service course? Check out Coach-the-Coach – it’s the best way to maximize your training dollars long after your Phone Pro trainer has “left the building”.
Call or email us and we'll help you design a program that will help you reach your training goals and increase your customer and employee satisfaction!