Customer Service and Telephone Courtesy

Description

In this workshop telephone basics are identified, practiced and evaluated.

Outcome Summary

Participant will be able to:

• List reasons why the telephone is important to the business operations of an organization
• Use proper telephone techniques including: effective listening, negotiation, voice message system management
• Identify customer needs - what the customer wants, the importance of attitude and the role of quality in customer service (NACFAM BO6-7)

Who Should Attend

Employees who interact with customers over the telephone, especially those who are new to their work responsibilities. This session will also benefit employees who need to improve their overall telephone techniques or specific problem areas.

Length

6 hours

Prerequisites

Adapting your Listening Style and DISC Behavioral Style Assessment.

Learning Environment

Video examples and individual/small group exercises including role plays.

Maximum/Minimum Enrollment

10/4

Catalog Number

ORGD 121