Delivering Exceptional Phone Service Customizable Courseware
Increase Customer Satisfaction and Loyalty
A customer service representative is the first (and sometimes only) direct person of contact that customers have with an organization – and it's a very important role to fulfill. When service reps interact with customers, they become the face of the organization, so it’s important that they know how to effectively communicate.
Delivering Exceptional Phone Service helps service reps build the skills required to meet customers' needs and ensure they feel heard and valued by the organization. This program offers partner and group role-play opportunities with realistic customer service examples that facilitate the learner's ability to implement newfound skills post-workshop. It details the techniques needed to deliver exceptional service over the phone so that participants are better equipped to appropriately address customers' concerns and ultimately preserve their loyalty to the company.
Learning Outcomes
With our expert advice and scientifically proven techniques, participants will
- Learn how to actively listen to customers so that they feel heard and understood.
- Convey an attitude of service during each stage of a call.
- Remain calm and professional when dealing with difficult situations.
- Know when to say no to customers' requests and discover how to do so in a positive way.
- Master the art of communication and customer satisfaction.
Program Contents
- The Basics of Effective Communication
- The Stages of a Service Call – Opening, Managing, Closing
- Handling Difficult Calls
- Put it all Together/Best Practices
What's Included
Subscribe now, and you can download, customize, and train your team today! You'll receive course files for virtual, classroom, and self-study training. Courses are ready to train or completely customizable. Your download will include:
- Virtual ILT version
- In-Person Classroom ILT version
- Self-study e-Learning version
- Facilitator Guide
- Participant Guide
- PowerPoint Presentation
- PowerPoint e-Learning Course
- Course Overview
- Learning Summary
- Learning Materials
- Action Plan
- Course Evaluation
About the Reproducible Training Library
This course comes from HRDQ's Reproducible Training Library (RTL), a collection of downloadable and customizable courses for virtual and classroom instructor-led training, plus self-study learning. Each title includes digital document files for facilitator and participant materials provided in unlocked Microsoft Office format. You can download, customize, and deliver training today. The complete library includes more than 90 soft-skill training courses.
If you're interested in more than a handful of courses, we recommend you consider buying the Complete Collection for its greater number of courses and significantly reduced cost per course.
With the Complete Collection, you also receive new titles as they are released, plus any revisions to existing titles, all at no additional charge. The Complete Collection puts a full soft-skills curriculum at your fingertips. The time saved on development and sourcing content from other providers alone is worth the cost of the subscription.
The RTL Is a Subscription Product
Your purchase of RTL courses is a subscription license for use within your organization for one year. With your active subscription, you may continue to use the RTL content. You'll also receive any updates to the content. Your subscription will renew automatically until you choose to cancel.
When making your purchase, choose the correct subscription. Your subscription is determined by your organization's total number of persons employed, not the number of persons you intend to train. Our pricing model makes the purchase price fair for different sizes of organizations. Note: the RTL is not available for sale to training companies or consultants.
- Business License – Less than 5,000 employees
- Corporate License – Between 5,000-10,000 employees
- Enterprise License – More than 10,000 employees
How to Complete Your Purchase
Your license is determined by your organization's total number of persons employed, not the number of persons you intend to train. Simply select the appropriate subscription for your organization, add to cart, and check out. Payment for your subscription is with credit card only.
Upon receipt of payment and approval of your license, you will receive an email with links to download your files. All files are provided in unlocked Microsoft Office format.
Note: Digital content is not returnable. Contact us with questions before making your purchase. We're happy to assist!
Annual Renewal Required for Continued Use
Your subscription license permits unlimited use of RTL content for one year from date of purchase per the terms of the EULA. Your subscription will automatically renew on the anniversary of your purchase. If you choose not to renew your subscription, all licensed content, including customized versions, must be deleted and all use discontinued.
Upgrade to the Complete Library Anytime
If you purchase single RTL titles and wish to upgrade to the Complete Collection, we'll credit your library purchase for single title purchases. Contact us for details.
End User License Agreement (EULA)
By purchasing the RTL, you agree to the terms of the End User License Agreement (EULA). Review the terms of this agreement before making your purchase. The RTL is sold as an annual subscription for use by an organization for the training of its employees. The library may not be distributed, sold, shared, rented, or loaned. Digital content from HRDQ is not returnable.
Training Companies Are Not Eligible
The RTL may not be purchased by consultants or training providers intending to use the content to train other organizations. Instead, training providers may direct their corporate clients to subscribe to the RTL through their unique HRDQ Affiliate Network link so the training provider receives a commission on the purchase. Training providers typically assist their clients in the customization and delivery of the content. The license to the content remains with the purchaser.
Questions?
Contact us with your questions about this course or the entire Reproducible Training Library by calling us at 800-633-4533 or clicking the chat icon at the bottom right of this page.