Padgett Thompson & National Seminars Group
a division of Rockhurst University Continuing Education Center
Delivering Unbeatable Customer Service Over The Phone
A One-Day Seminar
Meeting Code: SER
Learn effective strategies for delivering unbeatable customer
service over the phone.
You Will Benefit ...
- Build, maintain and recover relationships with customers
on the telephone
- Instill customer loyalty and commitment
- Respond diplomatically and tactfully to even the most
- Be mentally prepared for every call
- Deliver a positive image that turns your customers
into company advocates
You Will Cover ...
- Identify barriers to exceptional telephone customer
service and proven ways to overcome them
- Combine 6 elements of communication for a strong impact
over the phone
- Use open-ended interview questions to find solutions
to customers' problems
- Build long-term relationships with customers by consistently
creating memorable customer experiences
- Become more responsive to customers' needs and wants
- Implement a conversation cycle that gets to the root
of the problem and quickly provides a solution
- Defuse customer emotions and create positive outcomes
- even when the answer is "no"
- How to re-establish the relationship when handling
- How to identify ways to go the extra mile for the customer
- De-stress techniques that keep reps focused on the
job - not the irritation
- Maintain rapport and direct the conversation using
selective agreement techniques
- Cross-selling techniques for greater profitability
and customer satisfaction
- Word choices that send a "caring" message, and those
that defeat your objectives
- Identifying key strengths and weaknesses using a powerful
service "report card"
Should Attend ...
Customer service representatives who want to know the
secrets to amazing customers with exceptional service. Learn effective
strategies for delivering unbeatable customer service over the phone.
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If you cannot attend a workshop for which you are registered, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.
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or calling us at 919-480-2550.
Please mention the meeting number specified above and BE SURE TO STATE VIP CODE "919-120001-000 -- Training Registry".