Extremely helpful, especially the Pyramid. You have given me lots of ideas for improving my telephone skills. Thanks a million.

United Healthcare Corporation

Telephone Skills For Top Flight Customer Assistance

Objective: To develop a consistent, positive way in which the members of your organization's customer service team interface with customers. This program is designed to build employee confidence, optimize customer relations, and improve your company's bottom line.

Program Outline:

Foundation Of Effective Customer Service
• Developing a message that says what you do
• Ensuring the message is clear and explicit
• Establishing a way to communicate this identity

The Essential Steps
• Developing the mindset for top-flight service
• Setting the parameters
• Profiling a "professional manner"
• Avoiding the "front-line" syndrome

Winning Over Customers: Gaining An Immediate Rapport
• Using the telephone comfortably
• Identifying your natural telephone style
• Revitalizing enthusiasm among experienced workers
• Dealing with a range of calls
• Gaining calls back with voice mail

Keeping Cool With Callers Who Are:
• Angry, attacking, upset, hostile, rude, or obnoxious
• Long winded or calling repeatedly

Engaging Customers With A Relaxed, Pleasant Voice
• Developing optimal speaking rate, pitch, and tone
• Accenting ideas through vocal variety and pauses
• Ensuring articulation and projection
• Avoiding distracting mannerisms, "ah's, um's"

Gathering Necessary Information
• Using psychology-based interviewing skills
• Clarifying techniques to ensure correctness
• Reading and responding to a caller's cues
• dealing with foreign born callers

Reducing Stress With State-Of-The-Art Strategies
• Recognizing personal stressors
• Staying calm when phones are ringing off the hook
• Using cognitive, emotional, and physical strategies

Follow-Up To Maintain Gains
• Post-training goals
• Learning from experience- both positive and negative
• Creating an action plan to build on your gains