Master this vital link between customer satisfaction and sales.

Prepare yourself with the right response using a proven process that assures customer satisfaction and a positive outcome. Learn to strengthen customer relationships by creating a plan for effectively handling every call, whether a request for information, a question, or a complaint. Gain skills that enable you to answer and respond with confidence, and capitalize on opportunities to up-sell and cross-sell. And learn how to gather valuable feedback and collect market intelligence to enable you to anticipate customer needs and exceed expectations.

This course will help you:

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