Customer Service over the Telephone

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Course duration

Course Benefits

  • Learn to provide excellent customer service over the telephone.
  • Learn how to greet customers.
  • Learn to identify and fulfill customers' needs.
  • Learn how to master voice inflection.
  • Learn how to listen effectively.
  • Learn to manage objections.
  • Learn the art of negotiating.
  • Learn to ask questions.
  • Learn to deliver bad news.
  • Learn to manage customer perceptions.
Available Delivery Methods
Public Class
Public expert-led online training from the convenience of your home, office or anywhere with an internet connection. Guaranteed to run .
Private Class
Private classes are delivered for groups at your offices or a location of your choice.

Course Outline

  1. Quality Customer Service
    1. Show That You Care
  2. Proper Telephone Skills
    1. Skill Overview
    2. Handling the Telephone
    3. Mastering Voice Inflection
    4. Using Your Best Voice
    5. Addressing the Caller
    6. Answering the Telephone
    7. Effective Listening
    8. Managing Objections
    9. Learning the Art of Negotiating
    10. Asking Questions
    11. Making the Outbound Service Call
    12. Delivering Bad News
    13. Exercise: Managing Different Callers
    14. Exercise: Recognizing Caller Behavior
    15. Managing Telephone Messages
    16. Exercise: Customer Perceptions
    17. Managing Technology
    18. Closing the Conversation
  3. Understanding Customer Needs
    1. What Your Customer Wants
    2. Assess Your Skills and Attitudes
  4. Managing the Customer's Perception
    1. Exercise: Your Perception
    2. Exercise: The Customer's Perception
    3. Your Action Plan for Better Service

Class Materials

Each student will receive a comprehensive set of materials, including course notes and all the class examples.

Since its founding in 1995, InterSource has been providing high quality and highly customized training solutions to clients worldwide. With over 500 course titles constantly updated and numerous course customization and creation possibilities, we have the capability to meet your I.T. training needs.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.