Purpose

This module forms part of a customer service self-study programme authored in nine separate parts. Module 8 is designed to develop service skills for those who take telephone calls from customers.

Benefits

This module - either as stand-alone learning or as an element of the nine part customer service programme will enable you to hone you telephone service skills - specifically when taking calls from customers. (See Module 9 for making calls to customers.) It covers: - the image we present on the telephone - positive telephone greetings - transferring and putting calls on hold - listening and questioning skills - handling difficult situations.

Related Solutions

Audience

Those wishing to learn or further develop customer service skills.

Learning method

Practical. Self-study covering the following topics: 8.1 Our image 8.2 A telephone image 8.3 Good customer care on the telephone 8.4 Know your telephone system 8.5 Greetings on the telephone 8.6 Transferring calls 8.7 Putting customers on hold 8.8 Answering a colleague's call 8.9 Listening health check 8.10 Questioning techniques 8.11 Say what you can do 8.12 Handling difficult customers 8.13 Handling tricky situations 8.14 Goodbyes on the telephone

Time to Complete

approx. 7 hours

Length

76 (14 activities) pages

Participants

Price

(inc. VAT)