Telephone Skills for Superior Customer Satisfaction

Customers, both internal and external, expect and often demand excellent service at all times. In our world of instant communications, satisfying those customers is a challenge. To meet this challenge, telephone customer service professionals must possess not only content/product knowledge, but superior interpersonal communication skills as well. When a customer is in crisis, the correct telephone response may be the one opportunity to create or keep a satisfied customer. Understanding customers' needs, quickly responding to their demands and developing strategies to deal with the most difficult situations will be the focus of this course.