Telephone Etiquette and Handling Customer Calls

About Course

Course Duration: 1 week

Course Overview:

“Telephone Etiquette and Handling Customer Calls” is an immersive 5-day program designed for professionals in customer service, call center agents, and individuals who seek to excel in communication and customer satisfaction over the phone. Participants will delve into advanced telephone etiquette, effective communication techniques, and strategies for managing various customer call scenarios.

Assessment:

Participants will be assessed through participation in role-playing exercises, workshops, a final project presentation, and the development of an advanced telephone etiquette and customer call management plan.

Certification:

Upon successful completion, participants will receive a “Certificate in Advanced Telephone Etiquette and Handling Customer Calls,” recognizing their proficiency in advanced techniques for telephone communication and customer satisfaction.

Day 1: Foundations of Professional Telephone Etiquette
Importance of Telephone Etiquette in Customer Service Excellence
Politeness and Professionalism in Phone Conversations
Overcoming Common Challenges in Telephonic Communication
Overview of Emerging Trends in Telephone Customer Service
Day 2: Advanced Communication Techniques for Customer Calls
Mastering Active Listening Skills for Enhanced Communication
Crafting Clear and Impactful Messages
Handling Inquiries, Complaints, and Service Requests
Role-Playing Exercises: Advanced Communication Scenarios
Day 3: Managing Challenging Customer Calls
Handling Difficult Situations with Professionalism
Strategies for Turning Dissatisfaction into Satisfaction
Addressing Emotional Customer Interactions
Workshop: Simulated Challenging Customer Call Scenarios
Day 4: Proactive Approaches to Customer Satisfaction
Proactive Communication to Anticipate Customer Needs
Personalization and Customization in Telephonic Interactions
Implementing Customer-Focused Solutions Over the Phone
Workshop: Developing a Proactive Customer Communication Plan
Day 5: Continuous Improvement and Final Project
Implementing Continuous Improvement Practices in Telephone Customer Service
Metrics and Measurement for Success in Customer Calls
Final Project: Developing and Presenting an Advanced Telephone Etiquette and Customer Call Management Plan

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