Telephone Doctor Customer Service: 10. Business Friendly Customer Service

This course helps customer relationship professionals to become more Business Friendly. Business Friendly is defined as the middle ground between being too cold and impersonal and the other extreme of being too familiar. Any person who transacts business on the telephone or in person for any organization plays a critical role in that organization’s success. Given the importance of this function, the goal of this program is to empower team members with the critical skills necessary to create Business Friendly relationships. Participants who have successfully completed this course will have the ability to: List six critical elements of effective communications that must be actively managed to ensure courtesy in business; Name the major components of these elements and state at least one Business Friendly technique for each; List six inappropriate techniques remedied by the Business Friendly approach, and state the suggested alternative technique; Demonstrate, by participating in the discussions and completing the Skill Practice exercises, effective application of Business Friendly courtesy. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, 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:

• Gain familiarity with 6 elements of effective communications in business
• Describe 6 inappropriate techniques and demonstrate how to remedy them
• Assess the importance of courtesy in all business dealings
• Deliver business friendly customer service with a professional approach that exceeds customer expectations