Acquire telephone skills that will improve your
level of customer service.
Module Outline
Telephones. Everyone has one, but how many of us still haven't
mastered the skills we need to use it effectively and efficiently?
We play telephone tag, missing each other by seconds. Often our
voicemail volume equals our email volume. And there are times when
the phone still seems like a barrier to communicating a message
without confusion and misunderstanding. It doesn't have to be this
way. This module will discuss proper call management for businesses.
We will describe measurement tools for monitoring your telephone
performance. We will talk about how you can use telephone skills
to improve your level of customer service. And we will look at
ways to reduce communication errors when using the phone. Telephone
Skills is one of a series of modules for customer service professionals
developed by NextMove.
Learning Objectives
On completion of this 2 hour module you should be able to:
Describe the seven factors in effective management of inbound
phone calls.
Explain how call measurement contributes to improved customer service.
List the skill sets that control how well you communicate on the
telephone.
Define upselling.
Skill Set
COMMUNICATION
CUSTOMER RELATIONSHIP MANAGEMENT
INTERPERSONAL
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