Be prepared with the right response using a process that assures customer satisfaction and a positive outcome. Strengthen customer relationships by having a plan and a proven process in place to effectively handle every call, whether a customer phones in with a request for information, a question, or a complaint.

Who should attend:

Anyone who answers a call on behalf of the organization.

What to expect: Participants will:

  • Gain understanding of customer service opportunities from incoming calls
  • Learn active listening and effective questioning skills
  • Practice voice tone and response modes
  • Skill-practice to understand and activate empathy and assertiveness
  • Implement complaint-handling and problem-solving processes
  • Interactively examine opportunities for selling
  • Accurately record, monitor, and evaluate call activity

Immediate benefits:

  • Confidence of having the right process for response to the call
  • Enhanced service experience at every opportunity
  • Capitalize on opportunities for up-selling and cross-selling
  • Gain feedback and collect market intelligence

Course format:

1-day workshop, complete with skills-practice and call response guide

Course tools:

Comprehensive Learning Guide plus follow-up transfer activities

CONSIDER THE TELEPHONE AS A VITAL LINK TO CUSTOMER SATISFACTION AND SALES

If you are interested in knowing more about this or any Priority Program and where a workshop is available in your area Contact Us