Telephone Doctor Customer Service: 07. Essential Telephone Skills

Addresses ten simple yet crucial skills for customer facing staff. Covers answering a business call, placing callers on hold, offering spoken feedback signals, avoiding excuses, being aware of mouth noises and regain control of the conversation and more. Improve the performance of your employees by identifying inappropriate telephone procedures and providing effective alternate techniques. This course demonstrates how to effectively answer, handle and route calls in a professional manner that will leave a positive last impression on customers. Participants who have successfully completed this course should be able to apply ten powerful skills and techniques that maximize effectiveness when receiving, handling and routing telephone calls. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, customer service agents, associates, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, technical support and other customer facing team members.

Learning objectives:

• Establish techniques to effectively answer, handle and route calls in a professional manner
• Assess the elements and purpose of the 3-part telephone greeting
• Identify DOs and DON'T's of telephone communications in a business environment