Customer Service Training and Presentation Skills Training

Back | Communicating with Customers | Managing & Creating Change | Powerful Telephone Techniques | Consummate Communicator |Train the Trainer

Powerful Telephone Techniques

Background

This course combines parts of: 

• Customer Service Excellence 
• Powerful Presentation Skills
• Customer Service Leadership 

The goal was to focus on: 

• Telephone skills
• Professionalism 
• Credibility

Course Objectives

• Project professionalism and a positive attitude consistently even in stressful situations.

• Understand that customers hassle employees they think have less authority.

• Project authority through dress, voice, and vocabulary choice.

• Develop strategies for handling difficult customers.

• Choose vocabulary that is calming, persuasive, and positive.

Course Length

• Half Day

Course Outline

• Projecting a Professional Attitude

  • Using Thoughts

  • Using Physiology

  • Honoring Negative Emotions Positively

• Authority

  • Having More Perceived Authority

• Voice

  • Developing an Interesting Speaking Voice

  • Projecting Voice for Enhanced Credibility

  • Eliminating Verbal Fillers

• Vocabulary

  • Keeping Customers Calm with Words

  • Persuasive Language to Gain Cooperation

  • Handling Difficult Customers

Copyright 2008 ProEdge Skills, Inc.
Presentation Skills Training l Customer Service Training
Boston, MA l 800-731-0601l info@ProEdgeSkills.com
http://www.ProEdgeSkills.com l Privacy Statement