Telephone Customer Service
Sometimes the only interaction your customers have with your company is over the phone. What impression are you giving them? Do you think they feel valued or like an inconvenience? This session covers not only what is said, but how it’s said. We’ll talk about three key aspects of tone that can impact your callers more than the words being spoken. Also addressed will be the importance of a great greeting, the correct way to put someone on hold and or transfer them, and how to end the call (often the most important and overlooked part). We’ll also discuss how to improve listening skills, how to deal with angry customers and how to handle stress. Yahoo!
This session can be highly customized based on your needs. Don’t assume your people are delivering great service just because they’ve been with you for a long time. Let’s get them re-energized about delivering outstanding service!