Telephone Doctor® Customer Service Series
All new! Completely reshot and updated, this customer service training series will help grow your bottom line
America’s favorite brand of customer service training, Telephone Doctor® gives a comprehensive look into the full spectrum of customer care.
Customer service expert Nancy Friedman hosts this 12-course series, giving your employees the knowledge sets they need to deliver world-class customer service series. Each high-quality video course offers “right way” and “wrong way” vignettes to teach your employees by example why some techniques work—and why others don’t.
Your customers will notice—in fact, 97 percent say customer service is “important” or “very important” to their loyalty to a brand. Improving your company’s approach to customer interactions can have a noticeable impact on customer retention, renewal and satisfaction.
Each 30-minute course will cover a key area of telephone service, including:
- The importance of a service-oriented mindset
- Which words and phrases to avoid when speaking to customers
- Effective listening techniques
- How to handle irate customers
- And more!
Each ServiceSkills.com course comes with an overview sheet, and a quiz to test your employees’ retention of the information, so you can monitor your team’s progress every step of the way.
Here’s what each of the 12 courses will cover:
Course 1: The Service Mentality
This 9-chapter course identifies and highlights the seven key characteristics of customer service employees who demonstrate superior customer service skills, and offers tips for how your employees can incorporate these skills into their own client interactions.
Course 2: Listening Skills
Listening is a critical component when determining the needs of your customer. Doesn’t everyone listen? Hearing is a physical process but listening requires mental involvement. This course introduces six steps to help team members become better listeners.
Course 3: Questioning Techniques
Proper questioning techniques are key when gaining needed information from a caller or customer. High-level questioning techniques are a learned skill. This course introduces seven types of questioning situations and illustrates how and when to employ them. Improving questioning techniques will expand one’s ability to effectively obtain valuable information to become a better problem solver.
Course 4: Five Forbidden Phrases®
This customer service training course highlights the five phrases which are proven to annoy and frustrate your customers. Vignettes clearly illustrate the recommended Positive Alternatives to use instead.
Course 5: Six Cardinal Rules of Customer Service
A visit to the Customer Service Hall of Shame. Meet the men and women responsible for pioneering poor customer service habits. Your employees will learn to recognize each behavior and want to work to avoid duplicating their error.
Course 6: Proactive Customer Service
This course identifies and illustrates passive, average and proactive customer service levels in a variety of situations and covers the importance of high energy, enthusiasm, rapport building and cross selling.
Course 7: Essential Phone Skills
We’ll teach your employees ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone.
Course 8: Six Steps to Service Recovery
It’s easy to look good when everything is going well. It’s when a customer experience goes wrong that your true character shows. In today’s competitive service environment merely correcting the problem isn’t always enough. Many situations will require Service Recovery. Service Recovery—covered in this course—is a specific set of actions which customer-oriented organizations take whenever there’s a disappointment for the customer.
Course 9: An Attitude for Service
This powerful program helps viewers understand that a great attitude isn’t something that magically happens. Rather, it’s a choice which people make in advance about how they’re going to deal with life’s events. Key points include choosing your attitude in advance, visualizing success and resisting negative influences.
Course 10: Business Friendly™ Customer Service
This course teaches customer relationship professionals the importance of using a Business Friendly™ tone when speaking to customers. Business Friendly™ is defined as the middle ground between being too cold and impersonal and the other extreme of being too familiar.
Course 11: Killer Words of Customer Service
This course features eight common phrases which are used innocently every day by customer service staff everywhere. Although these eight phrases are normally used with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the Killer Words and drives home the point that the customer’s perception is all that matters in service interactions.
Course 12: How to Handle the Irate Customer
This course teaches a highly effective four-point plan—the ASAP technique—for calming irate customers and delivering excellent service.