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Phone Etiquette For Customer Service Representative

Phone Etiquette For Customer Service Representative

Duration (Days)

2

Overview

This course is designed to brush up the customer service representatives phone etiquette to create a lasting and positive impression of the organization. It will focus on developing skills to deal with customers assertively, empathetically with positive attitude.

Objectives

  • Provide effective client service over the phone.

  • Project a professional image over the phone.

  • Master a professional, effective and reassuring telephone voice.

  • Master proven techniques to manage irate customers professional.

Course Outline

  • Effective customer communicator

  • High emotion

  • First impression

  • Building rapport

  • Communication model

  • Voice and tone

  • Voice modulation

  • Vocal qualities

  • Word and phrase

  • Greetings and ending a call

  • Active listening

  • Questioning techniques

  • Putting on hold

  • Transferring a call

  • Take a message over the phone

  • An extra mile

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