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Introduction to Exceptional Customer Service: Attitudes for Service & Telephone Skills Training: Inbound & Outbound

The foundation of creating a customer service culture is understanding expectations, going the extra mile and being a customer advocate. This workshop begins with taking 100% responsibility for yourself and the attitude you convey. Each time you come into contact with a customer, your attitude is showing. The challenge is to maintain a friendly, low pressure and high service environment for your customers and keep yourself productive and service oriented throughout the day. As a result of learning those small changes that can make a big difference in customer service, you will build confidence in yourself and your abilities to be both responsive and proactive in your customer contacts. This session is designed to provide the basics for making the most of telephone sales and service opportunities. Whether it's to place an order, ask a question or register a complaint, as a real person is at the other end of the line -- and you need the knowledge and skills to build relationships, ask the right questions, close sales, and to ensure that your products and services exceed customers expectations.

课程概述

Attitudes for Service & Telephone Skills Training: Inbound & Outbound

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学习内容

• Create an unforgettable first impression; make customers feel important • Use a process for meeting and greeting customers; develop confidence in customer interactions • Assess Customer Service Attitudes to set goals for improvement; apply Attitude Control Principles to manage our own attitudes • Develop confidence in customer telephone interactions; Use conversational language to keep the interaction low pressure • Apply human relations principles with difficult customers • Use the inbound information gathering model to understand customer needs • Use the outbound call purpose outline to create favorable attention

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学习原因

- Customer Experience - External Awareness - Attitude - Professionalism - Interpersonal Skills - Communication - Adaptability

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学习效果

Attitudes for Service: * Assess customer service attitudes to set goals for improvement * Incorporate the four drivers of customer service to build relationships * Apply attitude control principles to manage our attitudes * Use conversational language to keep interaction low pressure Telephone Skills Training: Inbound & Outbound: * Develop Confidence in customer telephone interactions * Apply human relations principles to deal with difficult customers * Use the in-bound information gathering model to understand customer needs * Use an outbound call purpose outline to create favorable attention

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“Inaction breeds doubt and fear. Action breeds confidence and courage. If you want to conquer fear, do not sit home and think about it. Go out and get busy.”

Dale Carnegie
Dale Carnegie