Delivering Exceptional Phone Service | Recorded Seminar

Customer Service - HRDQ-U

Running Time | 2h 58m

View On-Demand with Learning Professional Membership

In a survey conducted by the Consumer Reports National Research Center regarding customer service, over 50 percent of respondents said that they hung up the phone before their problem had been addressed (2015). The survey also revealed a tiring list of criticisms alluding to a generally frustrating experience, including repeatedly asking for the same information and ambiguity over being on hold or disconnected.

To attract and retain customers in a highly competitive environment, it is important to meet their needs and make them feel valued. That job is typically the responsibility of customer service representatives, who may be the only direct contact customers ever have with an organization. As a representative, you’ll find that being able to deliver that level of service is just as critical. Increasing customer satisfaction makes you more valuable to your organization and helps you to achieve higher productivity. From a personal perspective, improving your interactions with customers also reduces stress and tension.

This class will give you the techniques you need to deliver exceptional service over the phone so that you are better equipped to appropriately address customers’ concerns and ultimately preserve their loyalty to your company. This 3-hour instructor-led recorded seminar offers workplace tips, self-assessment exercises, real-life scenarios, practice activities, and more.

Key topics

  • Using empathetic language to show you sincerely care about a customer’s situation.
  • How to clarify your understanding of what a customer wants or needs.
  • How to interpret the nonverbal message in a customer statement, complaint or issue.
  • The stages of a service call, including what you need to do to ensure the experience is positive and helpful.
  • Managing stress responses when dealing with upset, angry, unclear, or overly talkative customers.
  • Strategies for addressing complaints and resolving problems so that customers feel satisfied.
     

Participants will learn

  • Actively listen to customers, so that they feel heard and understood.
  • Speak clearly, so that customers can easily understand you.
  • Convey an attitude of service during each stage of a call.
  • Remain calm and professional when dealing with difficult situations.
  • Know when to say no to customers’ requests and how to do so in a positive way.

Instructor

Hair - Layered hair

Juliann Wiese has over 30 years of corporate experience in a variety of capacities including; organization development, talent management, leadership and executive development.

She has worked across a wide variety of industries and sectors including health care, hospitality, manufacturing, retail and service industries, and call center environments. Juliann has provided coaching, training and consulting around the world in over a dozen countries.

In 2013, Juliann started her own consulting and executive coaching business and has worked with many different companies including; Cargill, Bloomberg, Blue Cross Blue Shield, RE/MAX LLC, TIAA-CREF, Discover Financial Services, Travel Leaders Corporate, Choice Hotels, Warner Pacific, Kroger, Carlson Wagonlit Travel, and New York Life Insurance.

Juliann holds a BA in Adult Education from the University of Calgary (Alberta, Canada) along with many training and facilitation certifications from various professional institutions. Her areas of expertise include: sales effectiveness and enablement, employee development, talent management, leadership development, executive development, and executive coaching.

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