Customers will judge your entire organization based on how well—or poorly—their phone call was handled. That’s why it’s so important to invest in telephone skills training for your customer service representatives.
Good phone etiquette extends well beyond saying ”please” and ”thank you.” From the outset of any phone call, a good telephone operator knows actively listening, being friendly and maintaining control of the conversation are paramount to the satisfaction of the customer on the other end of the line.
ServiceSkills.com’s library of Telephone Doctor brand of telephone training courses will provide your team with essential phone skills, customer service techniques and situation-based learning that will not only improve your organization’s customer service, but will also grow your bottom line.
Happy customers stay customers for life, telling their friends and family about their positive experiences with your organization. And most customers—even the angriest customers—can be satisfied most of the time. We’ll teach your team how to handle even the trickiest phone conversations.
ServiceSkills.com is a convenient, all-in-one solution for all your customer service training needs. Our easy-to-use, online platform allows you to monitor the progress and assess the quiz results of everyone on your team. And because your employees can do their training online at their own pace, training won’t cut into your productivity the way on-site training might.
For proven results, ServiceSkills.com is the turnkey telephone skills training solution your organization needs. Empower your employees with actionable strategies for customer service so they can succeed in satisfying customers and retaining business.
Telephone Doctor®: Proven Customer Service Training That Works
Our Telephone Doctor® series covers many topics, ranging from essential telephone skills to listening properly to how to handle irate customers.
We believe that subtle changes in how your customer service reps speak, talk and write can have a big impact on your bottom line. Basically, if you retain more customers, your organization will do better as a whole.
Here are some of the courses provided in our Telephone Doctor® series:
- Killer words of customer service Can I be honest with you? … Sorry that’s our policy … You don’t understand … There are some phrases that seem innocent, but will anger customers. We will provide you with a list of the words not to use, and what to say instead.
- Essential telephone skills This course addresses 10 simple—yet crucial—phone skills that every customer service rep should have. From picking up the phone to hanging it up, we’ll give your team strategies to make every call a successful one.
- How to provide business-friendly service Your team should use a business-friendly tone on the phone. Business-friendly rides the line between being too formal or too relaxed. We’ll show your employees how to establish relationships with customers without being unprofessional.
- The 6 steps to service recovery There will always be angry customers. Our six-step service recovery method provides your team with strategies for turning negative calls into positive ones. This course will help you turn irate customers into lifelong brand advocates.