Telephone Customer Service Classes

Class Outline:

Customer Service Phone Skills is a one-day class designed to teach the skills that will help improve customer service representative's telephone interactions through an increased understanding of who the customer is and how to treat them effectively. The focus of this class is to develop an understanding of what constitutes quality customer service and the correct way to provide these services over the telephone.

Customer Service Phone Skills uses multiple highly interactive exercises, enabling participants to practice skills which apply to their work environment. Intensive feedback is provided by a skilled instructor and the peer group using objective measurement criteria to assess progress.

A behavioral instrument is used in the class to determine the representative's primary and secondary behavioral styles when interacting with their customers. This teaches the customer service representative how to be more flexible with different behavioral types in order to create a positive "chemistry," thereby maintaining successful business relationships.


Customer Service Classes

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Customer Service Skills Programs, Courses and Classes