H.E. Huhn Training Servicesi Coaching of Adults.
|
|
Training: Coaching: Sales, Supervisor, Leadership |
Series 800 Telephone Etiquette and Effective Telephone Habits Workshop Index
of this Workshop 1.
Definition
& Understanding of Telephone Customer Service Ø
Customer Service and the
organization’s mission statement Ø
Elements of Customer
Service Ø
What is Customer Service? Ø
Customer Needs Ø
Front Line People Ø
Report Card 2.
Communication
Techniques for effective Telephone Customer Service Ø
Communication: Its not all
talk Ø
Voice Ø
Non Verbal communication
techniques Ø
Kinesics Ø
Proxemics Ø
Paralanguage Ø
Image / Self-Image o
Communication techniques
over the telephone § Positive Mental Attitude 3.
Delivering
Customer Service over the Telephone Ø
What do you want to
deliver? Ø
What are you delivering? Ø
Content of “Customer
Service Delivery”. Ø
Systems, Strategies, and
Plans Ø
The service triangle 4.
Customer
Service and Quality Ø
Customers’ perceptions Ø
Customer Service
Providers’ attitude Ø
Communication of attitude 5.
Customer
Service and Profits / Salaries Ø
What effects profits? Ø
Great Customer Service and
Great Self Benefits Ø
Going the “Extra
Mile”. 6.
Using the
Funny Side in Customer Service Humorous anecdotes Building rapport with humour Urgency breakers Taking your job seriously, and yourself lightly. 7.
Summary Ø
Top qualities of Excellent
Telephone Customer Service Providers. Ø
Internal Customers: o
“If you are not serving
a Customer, you better serve somebody who is serving a customer”. 8.
Plans for
putting Theories into Action Ø
Insanity: ·
Doing the same thing over
and over and expecting different results! Bibliography Ø List of relevant reading material
|