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Course Description

Professional use of the telephone is essential to the success of any company. Each call is an important moment of truth for customers. Because each call is so significant, every employee who interacts with customers over the telephone has an important customer service role and responsibility. The information to be presented will focus on the following areas:

COURSE OBJECTIVES

  • Recognize the importance of good customer service to the success of the company.
  • Understand customer needs and expectations and how to consistently exceed them.
  • Project a positive, professional service image over the telephone while using basic customer service skills.
  • Utilize active listening skills to increase understanding and ensure clear communication.
  • Manage customer calls effectively by using proper techniques.
  • Develop a set of goals for meeting and exceeding the needs of customers.
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