The full-length Telephone Doctor Customer Service Training Collection is now available in bite-sized microlessons, perfect for development situations that require skill building under tight time constraints.
The award-winning Telephone Doctor Customer Service Training Series is now available in 87 stand alone MicroLessons which take just minutes to complete.
MicroLearning benefits:
- Boost Retention
- Improve Engagement
- More Satisfied Learners
- Efficient Time Usage
Telephone Doctor Course |
MicroLesson Modules |
|---|---|
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 s |
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 |