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How to Give Exceptional Customer
Service Over the Phone
When customers call, how do
your people come across?
Are they friendly? Empathetic? In control? Do they use language, phrases
and intonations that reassure the caller? Are they good listeners-or
disinterested sounding boards for complainers and window-shoppers? Imagine
what it would do for your organization if every call-incoming and outbound-was
handled professionally, courteously, swiftly and with a positive resolution.
You'd begin to see increased sales, more repeat business and fewer
customer complaints.
Even better, your people would go about their work more confident
and relaxed-because they'd finally have the proper skills they need
to deal with every kind of customer call that comes their way.
These days you have to go the extra mile-and tap every resource-to
keep customers coming back. That's why you should consider bringing
this seminar to your organization.
Your
people will get hard-skills training in how to:
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Stay
even-tempered and in-control with 5 kinds of "tough customers"
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Establish
genuine rapport with even the most trying callers |
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Resolve
complaints quickly and confidently to everyone's satisfaction
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Repair relationships with unhappy customers who otherwise would
have been lost forever |
You pay plenty for
your phone service. It just makes good sense to train the people who use
it in the finer points of customer service. If you're still just "making
and taking calls," you're missing out on countless opportunities to shine
in the one area your customers value most: service.
This is
high-payoff training that will equip people with:
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Listening
skills that can turn a "faceless" conversation into a positive,
productive experience for every caller |
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Different
options when they can't possibly give call-in customers all they
want, expect-or demand |
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The confidence
to explain unpopular policies, rules and conditions for customers
who don't care or refuse to listen |
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Proven ways to give callers the attention they deserve when
you're seriously understaffed |
Personal, caring attention over the phone tells your customers they
are dealing with an organization that places a high value on an educated,
empowered workforce. And that means they are more likely to get their
questions answered their needs met and their problems solved.
As a
result, callers remember and respond by:
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Buying more
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Buying more
often |
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Referring
more friends |
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Complaining
less |
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Returning
fewer goods |
Your people will learn together that exceptional customer service over
the phone creates trust and goodwill that no amount of advertising can
buy.
Program Agenda
4-step "Tele-Care" Training for Anyone Who
Makes or Takes Customer Calls ...
Step 1:
Learn specific telephone communication skills
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A 5-step
approach to gaining a caller's confidence; taking control of the
situation; and moving to constructive solutions |
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Words and
phrases that can work wonders to repair damaged customer relations
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How you yourself
may be creating unhappy customers-identifying and ending 10 "trigger
behaviors" |
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When it's
OK to defend, explain or justify-and when it's not |
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4
listening skills to help you tune into your caller's real needs
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Step 2:
How to tame "tough customers" over the phone
Learn the skills and insights you need to read-and respond to-the
kind of problem callers you'll encounter most frequently...
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Pit Bulls:
Aggressive, tenacious-they love to control you and put you off
balance. |
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Know-It-Alls:
They delight in making you aware that they know more about your
business and your products than you do. |
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Grumblers
and "Nopes": They'd rather gripe and complain than find solutions. |
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Powder
Kegs: These people "go off" without warning and launch into
tirades. |
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Friendly
Time Bandits and Quiet Avengers: They rob you of precious time
with small talk and endless questions. |
Step 3:
Ways your company can shine in your callers' eyes
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How to use
your guarantee to deflect unreasonable demands |
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5 "listening
loops"-what they are and how they can cut down on the number of
disgruntled callers |
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How to ensure
immediate follow-up on problems and complaints |
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Ways to use
complaining customers for your company's quality control |
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Cutting the
red tape that only irritates already hostile callers |
Step 4:
"Every call counts, every caller matters"
With any call that comes your way, you must be able to step into one
or more of the following roles with poise and confidence instantly:
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You're a
host, making any caller feel comfortable and at home with your
company. |
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You're a
teacher, patiently answering the same questions repeatedly and
always showing concern and courtesy. |
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You're a
detective, hunting down information about products, services,
prices and everything else people come calling for. |
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You're a
healer, dealing with callers' emotions and frustrations, and prescribing
remedies. |
That's a lot to ask, a lot of pressure to deal with. This seminar will
show you how to wear these hats and others with ease.
 Back
to the "On-Site Training Solutions" Index
Contact
us and bring this Seminar to your organization
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Seminars
