Customer Service Over the Phone
Program Details
Duration: 2.5 hours and an additional 1.5 hours for supervisors/managers (the course can be customized to suit the needs of your organization)
Who should attend:
- Persons seeking professional development
- Team leaders and team members
- Supervisors and Managers
Course Objectives:
- Recognize the components of customer service
- Identify the roles of a CSR
- Practice techniques for taking control of the call
- Handle angry customers
- Implement strategies for staying motivated
What will you gain?
Successful completion of this course will increase your knowledge and ability to:
- Build rapport with customers
- Replace negative phrases with positive statements
- Identify the components of customer service over the telephone
- Define the various roles of a customer service representative
- Use active listening skills
- Effectively manage angry customers
- Implement questioning techniques to solve problems when the customer is angry
- Say ‘no’ in a positive manner
- Recover from mistakes
- Maintain a positive attitude
Additional Module for Managers & Supervisors – Coaching for Accountability and Results
This module covers:
- Implement nine keys to effective leadership in your supervision
- Create an objective evaluation tool (rubric)
- Use the rubric to offer objective, consistent coaching
- Give feedback that improves performance
- Provide positive reinforcement
