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

Did you know that 55% of Communication is Non-Verbal? Which is also translated over the telephone!

Let’s build something together.