Award Winning Telephone Techniques Part 1

Calling a business, only to be placed on hold, or worse, in a confusing system where it’s impossible to get out of it and speak to a live agent, spells trouble for your organization. Customers want fast and efficient service, and to be routed to the right person and to engage with the business as succinctly as possible. This course, the first in a two-part series, teaches employees how to better engage clients over the phone.

This course demonstrates telephone techniques related to appropriate answer timing, telephone greeting, quality of listening, control of the call, and the importance of having strong product and service knowledge.

Present this course among your customer service team to encourage them to strive to be the best customer service representatives and agents they can be by building and developing these techniques. Be sure to continue with Award Winning Telephone Techniques Part 2.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

The first in the two-part series, this course is aimed at customer service representatives and other customer-facing employees. The course may also benefit supervisors and operational leaders.

• Introduction
• Answer Time
• Telephone Greeting
• Quality Of Listening
• Call Control
• Product/Service Knowledge
• Recap

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute