Purpose

This module forms part of a customer service self-study programme authored in nine separate parts. Module 9 is designed to develop service skills for those who make calls to 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 making calls to customers. (See Module 8 for taking calls from customers.) It covers: - how to plan and make calls - how to develop your voice personality - how to build rapport - how to get your message across - how to bring a call to a successful conclusion through summarising.

Related Solutions

Audience

Those wishing to learn or further develop customer service skills.

Learning method

Practical. Self-study covering the following topics: 9.1 Planning and making calls 9.2 The telephone medium 9.3 Voice personality 9.4 Controlling the call 9.5 Building rapport on the telephone 9.6 Get your message across 9.7 Giving compliments 9.8 The skill of summarising

Time to Complete

approx. 4 hours

Length

32 (8 activities) pages

Participants

Price

(inc. VAT)