About This Chapter
Telephone Customer Service Skills - Chapter Summary
In this chapter, our expert instructors discuss telephone customer service skills ranging from building rapport with customers to resolving customer complaints. Employees will learn about:
- Managing a telephone customer service team
- Generating customer interest in products or services via the phone
- Importance of a positive attitude
- Common types of customer service complaints
- Six keys to extraordinary service
- Suggestive selling tips
- Steps to overcoming obstacles in telephone customer service
Our video lessons use practical examples and engaging visuals to illustrate the importance of excellent telephone customer service skills. Lesson quizzes and a chapter exam provide an easy way for you and your employees to test their comprehension of the materials presented by the instructors.
How It Helps
- Improves telephone customer service: By watching these lessons, your employees will learn how to effectively respond to customer inquiries and negative feedback.
- Enhances customer loyalty: The lessons in this chapter help employees develop customer relationships built on trust, empathy and respect that will result in return customers.
- Increases the bottom line: This chapter shows employees how to put customers at ease and provide them with solutions that result in additional sales of goods and services.
By the end of this chapter, employees will be able to:
- Understand how to effectively coach a telephone customer service team
- Describe how to ask the right questions to generate customer interest in products and services
- List reasons why it is important to maintain a positive attitude when working in customer service
- Explain the skills necessary to transform a frustrated customer into a more enthusiastic customer
- Identify the methods for building customer relationships and loyalty
- Know how to apply suggestive selling techniques while creating trust with customers
- Uncover the root of the problem for a customer and take the appropriate steps to resolve it
1. Coaching a Telephone Customer Service Team
This lesson gives you an overview of guiding a telephone customer service team to success. We'll briefly examine goal setting, staff involvement, monitoring of progress, evaluation, and incentives.
2. Generating Customer Interest Over the Phone
Being able to gain a customer's interest is a challenge in any setting, but especially over the phone. This lesson will discuss the challenges of generating customer interest over the phone and give suggestions for overcoming those challenges.
3. Maintaining a Positive Attitude in Customer Service
Customer service can profoundly affect the customer experience. This lesson discusses the importance of having a positive outlook while working in customer service. It includes information on setting the tone of an interaction, building strong customer relationships, and working to maintain an authentic demeanor.
4. Resolving Customer Service Complaints
Turn your complaining customers into raving fans! Use the examples, suggestions, and steps in this lesson to create a plan to resolve customer service complaints.
5. Practical Application: Addressing Customer Service Complaints
No matter what line of work you're in, customer complaints are part of the game. How you handle them, however, often makes the difference between keeping and losing a customer.
6. Building Customer Loyalty With Good Customer Service
Creating loyal customers is easier than you may think, and it's vital to develop skills for good customer service. This lesson outlines six key elements in delivering extraordinary service.
7. Suggestive Selling Techniques for Telephone Customer Service
Companies are training their employees to incorporate suggestive selling techniques to increase sales and build relationships. This lesson will discuss what suggestive selling is, how it can increase sales, and techniques for suggestive selling when used in customer service.
8. Overcoming Obstacles in Customer Service
It can be a challenge delivering great customer service while overcoming obstacles - especially over the phone. This lesson will explain some common obstacles and steps to eliminate them.
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