The Essential Customer Service & Phone Skills Collection is also broken down into individual MicroLessons, perfect for upskilling under time constraints. Hosted by customer service guru Nancy Friedman, The Telephone Doctor, this library includes 87 MicroLessons which provide your staff with just-in-time skill development that’s critical to delivering world-class customer service and support.
MicroLearning benefits:
- Higher Retention
- Improved Engagement
- More Satisfied Learners
- Efficient Time Usage
- Minimal Work Disruption
Full Length Course Name
MicroLesson Modules Included
The Service Mentality
Empathy – Enthusiasm – Ownership – Responsibility – Adaptability – Balance – Resiliency
Listening Skills
Listening Skills To Improve Engagement – Decide To Be A Better Listener – Welcome The Caller – Concentrate – Keep An Open Mind – Give Feedback That You’re Listening – Take Notes While You Listen
Questioning Techniques
Open-Ended Questions – Closed-Ended Questions – Probing Questions – The Echo Question – Leading Questions – The “And…” Technique – Interpreting Disguised Responses
Five Forbidden Phrases®
I Don’t Know – We Can’t Do That – You’ll Have To – Just A Second – No, At The Start Of A Sentence – Silence When Spoken To – Phrases / Recommendations
Six Cardinal Rules of Customer Service
People Before Busy Work – Don’t Rush Your Caller – Be Friendly Before You Know Who It Is – Don’t Be Too Busy To Be Nice – Don’t Use Military Language On Civilians – Be Personally Accountable, Don’t Pass The Buck
Proactive Customer Service
Introduction to Passive, Average, and Proactive – Customer Service – Paul Passive – Customer Service – Alice Average – Customer Service – Patty Proactive – Complaint Call – Paul Passive – Complaint Call – Alice Average – Complaint Call – Patty Proactive – Tools of Proactivity – Rapport Building Opportunities – Soft Question Selling
Essential Telephone Skills
Answering A Business Call – Putting A Caller On Hold – Thanking The Caller For Holding – Monogramming The Call – Avoiding Excuses – Giving Spoken Feedback Signals – Being Prepared – Controlling The Conversation – Avoiding Mouth Noises – Leaving A Positive Last Impression
Six Steps to Service Recovery
What Is Service Recovery? – Respond Promptly – Take Ownership – Apologize Sincerely – Solve The Problem – Manage Their Feelings – Verify Satisfaction
An Attitude for Service
What Is An Attitude For Service? – Choose Your Attitude In Advance. – Visualize Success – Demonstrate Humor, Energy, and Enthusiasm – Resist Negative Influences – Be a “Whatever It Takes” Person – Embrace Change – Expect It And Accept It – Be Grateful For What You Have
Business Friendly Customer Service
What Is Business Friendly Customer Service? – Every Call Is Unique – Don’t Become Desensitized – Solve The Problem – Don’t Argue – Show Empathy – Don’t Ignore What They Say – Smile – Don’t Be Cold – Avoid Emotional Leakage
Killer Words of Customer Service
Calm Down – Can I Be Honest With You? – No Problem – Our Computers Are Slow – What’s Your Name Again? – Yes, But – Sorry, That’s Our Policy – You Don’t Understand
How to Handle the Irate Customer
It’s Nothing Personal – Use the ASAP Technique – You Can Satisfy Most Of The People Most Of The Time – Use Our Swear Stopper