Everything You Need to Equip Your Employees to Improve the Customer Experience Over the Telephone
Telephone Techniques: Simple Skills to Help You Improve the Customer Experience
The telephone is one of the best branding devices out there. Over the telephone, you get 3-5 minutes of your customer’s undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. This module introduces (or reinforces) basic, yet fundamentally important telephone skills and presents a solid call strategy.
Here’s what’s included:
- 6 pre-written training modules
- Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over
- High-impact PowerPoint presentation that you can use as is or customize with your logo and specific examples.
- Detailed trainer’s notes to help you quickly get ready to train
- Supplemental worksheets that assure employees have a solid grasp on key points
- Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it
- How-to Hints on delivering a measurably effective training
Delivered digitally so that you’ll have this entire training system at your finger tips in minutes
Course Outline:
*How to effectively open a business call
*How to quickly gain control of the call (and put customers at ease) with assertive statements
*The importance of acknowledging customer concern and sample phrases of acknowledgment
*Warm ways to respond to compliments from customers
*Great preface questions to ask before asking customers your necessary questions. Example: “In order to try to figure out what happened, may I ask you a few questions?”
*5 Ways to create rapport over the telephone
*Questioning techniques that help you get to the heart of the issue, maintain control of the call and make the customer feel taken care of
*The most effective way to transfer a phone call and place a customer on hold
*The way to escalate a call to another department…customers hate being transferred, but this technique takes the sting out of the escalated transfer
*Tips for speaking with customers who have a foreign dialect…tips for truly understanding your customers and taking care of them fully
*How to recap and explain next steps in such a way that makes customers feel completely taken care of
*How to close a business call
*Printable 9-point “call flow” tip sheet
*Plus: An example of a customer service call gone wrong…video field trip of a customer service rep who’s call was recorded by a customer and blasted all over the Internet. What we can learn from this tragedy.
Sample a module from this training kit:
Telephone Techniques Demo Module
Module Listing
MODULE 1: Introduction, Icebreaker & Key Customer Questionnaire
MODULE 2: Learn How to Make Customers Feel Taken Care of
BREAK
MODULE 3: Call Handling From Beginning to End
MODULE 4: Best Practices for Placing Callers on Hold and Transferring Calls
MODULE 5: 5 Ways to WOW Callers
MODULE 6: Action Commitment & Close
Sample a module from this training kit:
Telephone Techniques Demo Module
You can download your “Telephone Techniques” Training Kit right now. Your Training Kit is just $99. Purchase now
All Kits Use Myra’s Proven Engagement Method, as Described In the Video Below
