We see less and less of our customers.  It is less frequent that a customer will every visit our location.  Some businesses and organizations never see their customer.  More and more transactions and inquiries are done from the telephone or internet and Customer Service Excellence-Telephone Skills will provide the skills and tools needed to enhance customer experiences when they call.

Beginning with the initial greeting, customers receive an impression of how we will treat them and their value to our respective organizations.  Customer Service Excellence-Telephone Skills works to ensure that the initial greeting contains all of the needed elements to establish a great tone with customers.  Beyond the initial greeting, all subsequent phone answering must have a consistent approach and we cannot vest all of
our phone skills in the first point of contact. In addition to the words that are used in the initial greeting, the program also examines tone and the impact of a hurried approach when used on the phone.

Additional skills in this program will include how to correctly ask, wait for a response and place a customer on hold.  Equally important will be frequently checking back to offer alternatives to continuing to hold.  The final core element of Customer Service Excellence-Telephone Skills is about how to correctly transfer calls and the information required to go with the call transfer.

Customer Service Excellence-Telephone Skills continues the great competencies and skills from Customer Service Excellence-The Basics and extends them to telephone interactions.