Workbook Description

The Telephone Skills workbook goes right to your bottom line. A small investment in learning now will pay dividends later in customer retention and a better corporate image. Here is a sample conversation. See if you can spot five of the worst customer service sins this telephone agent just committed:

Customer: Hello, I’m calling to complain about the whatchamacallit I bought from your company. It’s a piece of *$#@* and I want my money back.

Service Agent: Sorry, but we can’t do refunds. You have to take it back to the store for an exchange.

Customer : What?? I don’t want another hunk of garbage like this. What are you gonna do to fix this problem?

Service Agent: Don’t yell at me, sir, I just work here! I’m not really sure what else I can do for you.

Customer: Look, just pass me on to your supervisor.

Service Agent: No, I’m sorry, sir, I can’t do that at this moment.

Do you know how many times these sins are repeated by customer service staff — perhaps in your own organization—who haven’t received adequate training?

Phone interactions like this one can have devastating effects on your company’s image and customer retention figures. Since repeat customers spend on average 67 percent more, you want to be 100 percent certain every client is treated well!

Workbook Objectives

With the help of worksheets and role-playing exercises, the Telephone Skills e-workbook will teach:

• How to provide superior, telephone customer service
• How to deal with difficult callers
• What customers really want from you
• How to assess and improve your voice quality
• Seven simple ways to improve your phone image today
• How to be a better listener