Miriam Davis Lenora Glass Marc Glover
Purpose Our Employees Training
Happy Customers High level of Customer Service Profitable Business
Employees Hands-on Type Workers Needs Effective Communication Skills Customer Service Skills
Phone Etiquette Listening Workshop Dealing with Customer Turnoffs
Training Workshop Day 1 8:00 am 8:15 am 8:45- 9:15 am 9:15- 9:30 am 9:30- 9:45 am 9:45- 10:00 am 10:00- 10:45 am 10:45- 11:00 am Welcome Greet and Ice Breaker Activity View “Telephone Etiquette” and discussion Role-playing Activity Short Break Order Breakfast Listening Workshop Closing Comments
Training Workshop Day 2 8:00am 8:15- 8:45 8:45- 9:15 9:15- 9:30 9:30- 9:45 9:45- 10:45 10:45- 11:00 Welcome Greet and Ice Breaker Breakfast Activity Continue Listening Workshop Short Break Breakfast Activity Recognizing and Dealing with Customer Turnoffs Closing Comments
First Impressions Putting Callers on Hold Transferring a Caller Taking Phone Messages Lasting Impressions
dUKiPE_c dUKiPE_c
16 Listening Tips Let others tell their own stories first Listen Attentively Listen more and talk less Relax Ask Questions Create a positive listening environment.
5 Ideas To Deal With Difficult Customers Customer Complaints Believe Listen Apologize Satisfy Thank