Course Schedule

This course is designed for all employees working with customers over the phone.

Studies show that satisfied customers tell four or five other people about their positive experience, but dissatisfied callers will typically let up to 12 others know about their negative experience. And, 68% of customers who quit doing business with a company do so because they are turned away by an attitude of indifference on the part of a company employee.

Every time the phone rings, your business is on the line. When customers call, what's their impression of the person who answers the phone? Of your company? Let's make sure everything your customers are saying about your company is good news! When they feel valued and heard, they'll stay your customers.

Topics that will be covered include:

• Focusing on the impact of your voice-your tone, volume, pace and pitch
• Practicing the Call Path-how to greet a customer and close the call effectively
• making sure the customer doesn't feel dumped into the lost land of transfer and hold
• Following up with the customer-giving them a specific call-back time
• Managing the call right from the start

After completing this course, participants will be able to:

• Hear how they sound and make sure their voice sends the right message
• Leave a message that is complete and produces results
• Recognize emotional trigger words to avoid
• Employ phrasing to move the customer alone-nicely!
• Utilize an eight-step contact-handling list to review phone calls and make them more effectively

Facilitator: Washington Employers Adjunct Staff

CPE Credits: 3

Program Level: Basic

Course Number: 882
Cost: $95.00 per participant

		Sessions & Registration
		Add To Cart 02/10/11 9:00 AM-12:00 PM Kent, WA View Shopping Cart

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