Handbook of Advanced Phone Skills
Booklet, Glancer, Leaders Guide, Quiz, and Certificates
Each pack includes
Handbook of Advanced Phone Skills will show your reps how to take their phone skills to the next level. Each of the skills covered in the training guide focuses on managing calls in the most positive, efficient, and complete manner possible.
Your reps will reinforce their skills and hone new ones with information on:
- Building rapport, mutual understanding, and trust with customers
- Taking ownership of every call and reassuring callers that their issues will be resolved
- Anticipating the callers needs to solve tomorrows concerns as well as todays
- Managing call length.
If your reps are ready to move beyond the basics to advanced phone skills, this information packed training guide is for them.
To learn more, read the sample section, Build rapport with customers. Youll see how much useful, skill-building information is packed into this practical guide.
The Handbook of Advanced Phone Skills is provided in packages of 10. Youll have a copy for each of your reps so that everyone benefits from its powerful skill-building techniques. Youll also receive a leaders guide and links to download the Quiz and Certificates for your group.
Your leaders guide will show you how to conduct training exercises based on the material in the student booklets. Youll receive sample dialog, activities, and tips to engage everyone on your team.
To learn more, read the sample section.
Certificates of Completion
Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.
Certificates may be downloaded, personalized, and printed.
A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.
Quizzes may be downloaded, personalized, and printed.
Table of Contents
Build rapport with customers
- Use mirroring techniques
- Find common ground
- Focus on listening
Take ownership of every call
- Show your commitment
- Call in reinforcements
- Follow up and follow through
Anticipate the callers needs
- Use the Answer-plus and Service-plus techniques
Maintain control of the call
- Dealing with the angry or irate customer
- Keeping the conversation positive
- Managing the length of the call
Embrace the essence of the job
Your Guarantee of Satisfaction
Handbook of Advanced Phone Skills is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.
About the Publisher
The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.