Telephone Answering Skills Courses and other IT courses from TEKsystems Education Services

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Course Code:	MQ 636
Course Abstract:	Phone answering skills are critical for all businesses. The telephone is the primary point of contact with customers. And the way you answer your company's phone will form your customer's first impression of your business. In this highly interactive course, participants will explore, identify and practice the C.A.R.E. Model and skills necessary to provide superior customer service. [Note: If desired, we will listen to and evaluate how incoming calls are being conducted]
Audience:	This course is designed for anyone.
Duration:	1 day
Learning Outcomes:	Upon completion of this course, the participant will be able to: > Identify importance of excellent customer service > Recognize blockers that hinder exceptional answering skills > Follow the C.A.R.E Model > Practice the CARE skills and techniques > Identify and mange the 3 types of callers > Follow the 6 steps to closing a conversation > Learn how to properly transfer, take messages and place the caller on hold
Course Topics:	I. The Power of the Telephone Customer service and the phone Customer service inventory Service busters II. The “Right” Attitude Positive service cycle Negative service cycle III. The C.A.R.E. Model Communication Energy Tone/inflection Articulation Rate of speech Grammar Assess customer needs Asking questions Listening with CARE Respond to Customer Respond with empathy Interpreting customers wants and needs Exemplary etiquette Etiquette quiz Basic do’s and don’t IV. Managing Different Callers Assertive Aggressive Passive V. Closing the Conversation Six steps to closing a call Role-play VI. Can I… Transfer you? Take a message? Place you on hold? VII. Summary and Conclusion
Prerequisites:	None

Telephone Answering Skills Course

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