Crisp: Telephone Courtesy & Customer Service » (3rd Edition)

Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers' needs. Ask effective questions. Master proper telephone techniques.

Preface
Part 1: Quality Customer Service You Play a Key Role Customer Service Is Everyone's Responsibility The Importance of the Telephone Within Your Organization
Part 2: Proper Telephone Skills Skill
1: Handing the Telephone Skill
2: Mastering Voice Inflection Skill
3: Using Your Best Voice Skill
4: Addressing the Caller Skill
5: Answering the Telephone Skill
6: Practicing Effective Listening Skill
7: Managing Objections Skill
8: Learning the Art of Negotiation Skill
9: Making the Service Follow-up Call Skill
10: Asking Questions Skill
11: Making the Outbound Service Call Skill
12: Delivering Bad News Skill
13: Managing Different Caller Behaviors Skill
14: Managing Telephone Messages Skill
15: Managing the Customer Callback Skill
16: Avoiding Statements that Give the Wrong Impression Skill
17: Managing Technology Skill
18: Closing the Conversation
Part 3: Understanding Customer Needs Take Time to Understand What Your Customer Wants Interpreting Customer Needs Attitude Is Your Key to Success Quality Customer Service Defined
Part 4: Managing the Customer's Perception Create a Positive Image Your Telephone Service Skills Inventory Your Action Plan for Better Service