Telephone Doctor Customer Service: 06. Proactive Customer Service

This customer service course details passive, average and proactive service providers, techniques for building rapport, and methods to introduce up-selling and cross selling. Deploying these techniques will help to turn your callers & customers into business friends. Service providers are often encouraged to provide proactive customer service. Many times these instructions neglect to equip the service providers with the tools necessary to provide this level of service. The goal of this course is to equip service providers with the tips, tools and techniques necessary to provide proactive service to your organization’s customers. Participants who successfully complete this course should be able to identify the characteristics of passive, average, and proactive customer service. List six key techniques used to be proactive with customers by telephone or in person. Recognize the value of rapport building and identify rapport building opportunities, and Use “soft questions” to offer additional products and services. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, support staff, customer service agents, associates, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, sales, technical support and other customer facing team members.

Learning objectives:

• Recognize the difference between passive, average and proactive customer service
• Apply our 6 key techniques to execute effective proactive customer service
• Build rapport and exceed customers' expectations on all interactions
• Refresh your upselling and cross-selling skills with "soft questions"