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Wednesday, May 17, 2017

Customer Service Phone Skills: Inbound & Outbound

Wednesday, May 17, 2017
09:00 AM - 12:30 PM

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Course Information

Who is in sales? We all are! Even if your title isn’t “sales representative,” your company is expecting you to make the most of every customer contact. As more customer service teams and call centers move toward cross-selling and up-selling, you will need to be an all-around service and sales representatives. You need the knowledge and skills to build relationships, ask the right questions, close sales, and ensure that your products and services exceed your customers’ expectations.
 
 
This half-day seminar will help you identify the small changes that can make a big difference in customer service. As a result, you will build confidence in yourselves and your abilities to be both responsive and proactive in your customer contacts. This half-day seminar is designed to provide the basics for making the most of telephone sales and service opportunities. Whether it’s to place an order, ask a question, or register a complaint, a real person is at the other end of the line.
 
Seminar Objectives:
 
  • Develop confidence in customer telephone interactions
  • Apply human relations to deal with difficult customers
  • Use the in-bound information gathering model to understand customer needs
  • Use an outbound call purpose outline to create favorable attention
 

 

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Location

1805 East Dyer Road, Suite 109
Santa Ana, California 92705
United States
949-833-3253

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Outline

  • Display a consistent ability to build solid relationships inside and outside the organization.
  • Be open-minded: demonstrate flexibility when faced with changes at work.
  • Practice active listening supported with meaningful oral and written information.
  • Identify and convert prospects into customers who are champions for your organization.
  • Leverage positive experiences to create customer loyalty and long-term relationships.
  • Maintain a friendly, positive, and enthusiastic outlook.
 
 
 

1805 East Dyer Road, Suite 109
Santa Ana, CA 92705, US
P. 949-833-3253
 

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