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Customer Service Training on CD-ROM

Excellence in Service: Communicating with Customers Virtually

In Excellence in Service: Communicating with Customers Virtually, you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition, you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail.

Learn To:

• Identify ways to provide superior telephone service.
  Identify ways to manage the telephone.
  Identify ways to effectively use e-mail.

Audience: This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations

Total Learning Time: 2 Hour(s)

Course Contents

Unit 1: Providing Superior Telephone Service
Identify subtle changes you can make when communicating with Drivers over the telephone.
Identify subtle changes you can make when communicating with Influencers over the telephone.
Identify subtle changes you can make when communicating with Steadies over the telephone.
Identify subtle changes you can make when communicating with Conventionals over the telephone.
Identify important aspects of using telephone etiquette.
Identify verbal techniques used to project a positive telephone image.
Identify non-verbal techniques used to project a positive telephone image.

Unit 2: Managing the Telephone
Sequence the steps for providing quality customer service over the telephone.
Identify guidelines for placing a customer on hold.
Identify guidelines for transferring a customer's telephone call.
Identify guidelines for using voice mail.
Identify guidelines for leaving voice mail messages.

Unit 3: Practicing E-mail Etiquette
Identify ways to compose easy-to-read e-mails.
Identify subtle changes you can make when communicating with Drivers in an e-mail.
Identify subtle changes you can make when communicating with Influencers in an e-mail.
Identify subtle changes you can make when communicating with Steadies in an e-mail.
Identify subtle changes you can make when communicating with Conventionals in an e-mail.
Identify subtle changes you can make when communicating with people of different behavioral styles.
Identify e-mail pitfalls you should avoid. 

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