Telephone Doctor® Customer Service Training Series

Recently Revised – this series has been completely reshot and updated.

America’s favorite brand of customer service training, Telephone Doctor® Customer Service Training covers the full spectrum of customer care, client retention, call center and customer service skills.

Customer service training expert Nancy Friedman hosts this 12-course series, giving your employees the tactics, skills and techniques they need to deliver world-class customer service series. Each video course offers “right way” and “wrong way” vignettes to teach by example.

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!

Here’s what each of the 12 courses will cover:

Course 1: The Service Mentality – Customer Service Training Course
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 – Customer Service Training Course
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 – Customer Service Training Course
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® – Customer Service Training Course
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 – Customer Service Training Course
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 – Customer Service Training Course
Identifies and illustrates the differences between passive, average and proactive customer service levels. Also covers the importance of high energy, enthusiasm and rapport building skills. Includes strategies for cross-selling and up-selling.

Course 7: Essential Phone Skills – Customer Service Training Course
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 – Customer Service Training Course
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 – Customer Service Training Course
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 – Customer Service Training Course
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 – Customer Service Training Course
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 – Customer Service Training Course
This course teaches a highly effective four-point plan—the ASAP technique—for calming irate customers and delivering excellent service.

Ready to enhance your bottomline by improving your front line? Order online now.

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