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