Telephone Skills for Superior Customer Service- Help Desk

    /Audrey  /Halpernspeaker of Training Doyensinvite
    Speaker: Audrey Halpern


    More Trainings by this Expert
    Duration: 60 Minutes
    Product Code: 50165
    Level: Intermediate

OVERVIEW

Good phone etiquette extends well beyond saying ”please” and ”thank you.”

 From the outset of any phone call, 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.

The webinar will provide practical call handling tips  for attendees as well as  essential skills to confidently answer calls, how to constructively respond to customer telephone inquiries and handle unreasonable customer complaints.

WHY SHOULD YOU ATTEND

97 percent say customer service is “important” or “very important” to their loyalty to a brand. Improving your company’s approach to customer interactions can have a noticeable impact on customer retention, renewal and satisfaction.

AREAS COVERED

  • The importance and benefits of professional telephone skills
  • Telephone communication challenges
  • Non verbal communication 
  • Build rapport and gather essential information
  • Guidelines for answering the telephone and putting customers on hold
  • Communication skills to handle inquiries
  • Effective listening and questioning techniques
  • Using positive language and taking ownership of call
  • Closing the call
  • Communicating with customers with different communication styles 
  • Handling customer concerns and objections
  • Handling customer complaints-Handling emotional responses

LEARNING OBJECTIVES

  • Attendees will gain practical tips for answering and making telephone calls in a professional manner
  • Accurately respond to the customer’s call
  • Built rapport and satisfy customers’ needs quickly and efficiently
  • Constructively responding to a customer’s concern or complaint

WHO WILL BENEFIT

  • HR professional
  • customer service professionals
  • Sales & marketing 
  • Tele caller
  • Call center Executive
  • Call center Agents
  • BPO, KPO Executive
  • Customers support 
  • Key account professionals
  • Help Desk
  • Training managers
  • Client Relationship
  • Business 
  • Hospitality Service
  • Workplace Communication

SPEAKER

Audrey Halpern is a soft skills training facilitator consultant with 20+ years of experience. Audrey’s is currently a  faculty member of American Management Association where she trains productivity and communication skills.

View all trainings by this speaker

Purchase Options

Apologies. This webinar is currently unavailable. Please contact our Customer Support team on +1-720-996-1616 to know more.

refer friend

Approved Enablers of your
Continuing Education Credits

shrmhrciiris
View all CEU Approved Webinars  

View Similar Trainings

In Cross Industry Functions

  Larry Johnson Time: 01:00 PM EST | 10:00 AM PST

Assertive Communication Models for Women Cross Industry Functions Wed, December 05 2018

  Valerie Pelan Time: 01:00 PM EST | 10:00 AM PST
  Cathy Horwitz Time: 01:00 PM EST | 10:00 AM PST

ISO 9004: 2018 Overview and Key Clauses Cross Industry Functions Thu, December 06 2018

  William Levinson Time: 01:00 PM EST | 10:00 AM PST