Human Resources Training Products
Telephone Courtesy Pays Off II
This update of the popular classic, Telephone Courtesy Pays Off, reviews proven techniques for efficient and courteous telephone customer service. It also covers contemporary phone challenges presented by voicemail and by customers who don’t always speak the same language.
The story begins when Barb receives a disturbing call from one of her best customers. The customer is threatening to end his business with her company because of poor telephone service. Barb immediately calls a meeting with her staff. They work together as a team to uncover the secret of providing excellent telephone service-covering a wide array of topics including basic phone skills, voicemail, language differences, complaint calls and how to say “no” to customers. After discussing and reviewing the phone techniques, all team members decide telephone courtesy really does pay off!
Key Training Points:
- How to “care” for callers through tone of voice, choice of words, and listening skills
- How to use proven phone skills such as answering promptly and offering help
- How to handle a complaint call by listening, being honest, and dealing with the problem, not personalities
- How to use the “sandwich” technique to help say no to a customer
Product type: DVD
Video length: 19 Minutes
Available languages: English