Customer Telephone Contact Skills
The purpose of this program is to enhance the quality of telephone
communications for staff members whose job responsibilities
require telephone usage. The session will address telephone
courtesy and techniques that emphasize effective communication
skills and will stress ways to improve service interactions.
This unique customer service program has three distinct, yet
integrated components: coaching skills for the manager, customer
relations skills for the customer contact employees, and follow-up.
It is designed to provide primary customer contact employees
with the service skills needed to meet the needs of the customer.
It also provides managers of the service providers with an
overview of the program and focuses on the support skills they
need to help their employees transfer the new behaviors back
to the work environment. Finally, the program incorporates
a follow-up session six to eight weeks after the last module.
The overall goal is to help participants enhance their customer
service skills that ensure customer satisfaction and help the
organization meet its bottom line.
the Internal Customer
This program is designed to help individuals in support positions
within organizations apply customer service skills to their
Us to schedule your seminar...»