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TreeLine has proven to be the company that I can always rely on when I need high quality content developed for various Pryor seminars and conferences in a prompt and professional manner. On numerous occasions, TLT has exceeded my expectations on deliverables. Consequently, I always have confidence that the job will be professionally developed without me micromanaging each project. They not only meet, but beat deadlines! TreeLine has been extremely helpful, pleasant and accommodating in their services, never letting our tight deadlines compromise their level of quality. They are great people to work with!

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Course Library > Customer Service > Customer Service Over the Phone
Customer Service Over the Phone 
In today's competitive environment, customer service is often the key that sets a successful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations.
Course Length : Half Day
Course Format : CRPL
Course Objectives : Successful completion of this course will increase your knowledge of and ability to:
  • Recognize the components of customer service.
  • Identify the roles of a customer service representative.
  • Practice techniques for taking control of the call.
  • Handle angry customers.
  • Implement strategies for staying motivated.
Course Outline :

I.   Customer service over the phone

  • Developing a service centered attitude
  • Build rapport
  • Components of customer service
  • Identify your role
  • Role practice
  • Use proper etiquette
  • Listen skillfully
  • Role plays

II.   Handling angry customers

  • Handling angry customers
  • Saying “No” in a positive way
  • Overcoming mistakes
  • Strategies for staying motivated

III.   Coaching for accountability and results

  • 9 keys to effective leadership
  • Service ace rubric
  • How to give feedback that improves performance

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