Seminar Outline (1 Hour Overview):

The recent economic slowdown has forced more companies to place a greater emphasis on satisfying their existing customer base while struggling to expand market share. While customer satisfaction has always been a key component of success, companies must now ensure that all employees who communicate with customers via the telephone are fully aware of the importance of providing unparalleled customer service. Telephone-based customer service organizations face additional challenges since customers sometimes prefer to deal with customer service issues in person rather than on the phone. Our Customer Service Telestrategies seminar training program is designed to reinforce positive telephone customer service habits while minimizing negative behaviors that may erode customer confidence.

The Customer Service Telestrategies seminar is ideal for busy telephone-based organizations where time is critical and every moment spent away from customers can affect the bottom line. Centered on the key concepts of providing customer service over the telephone, this lecture-style seminar provides an accelerated key summary on the most important topics related to building customer satisfaction. Proven skills and techniques for customer-facing employees are highlighted as are discussions on customer needs and the motivating factors that determine customer behavior. Question and answer sessions and exercises enable participants to examine specific telephone situations and learn skills that they can implement with their customers within minutes of returning to work.

Seminar Objectives:

Participants in the Customer Service Telestrategies training seminar will experience/learn to:

• Understand customer behavior and motivating factors on the telephone
• Determine customer needs
• Build trust and strengthen relationships to increase telesales efforts
• Listen with customer complaints and objections
• Acknowledge customer concerns
• Deal with the most difficult customer service issues
• Handle unreasonable customers
• Be proactive rather than reactive
• Show empathy on the telephone
• Defuse critical situations and turn them into sales opportunities
• Work with peers and management to increase customer satisfaction
• Provide exceptional customer service to protect and expand market share