Telephone Skills school training courses in Colorado Springs, CO (public, in-house or online)

This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers’ needs.

Class Goals
•Learn to provide excellent customer...

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This course outlines good communication skills as well as barriers to effective communication. It concentrates on applying communication skills over the telephone in various situations. Staff will gain knowledge on dealing with angry or talkative callers as well as good telephone sales techniques.

Topics include:

� Introduction to Communication

� The Telephone Call Process

� Good Listening Skills

� Vocal Quality

� Handling Special Situations

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The goal of this seminar is to increase telephone effectiveness.

As a result of this program, participants will:

develop the skills for managing the telephone and representing the function of the department;

understand the communication model and the impact of the telephone on it;

practice this knowledge in simulations and exercises.

If every agent could add even a small cross-sell or upsell to every call, the potential for increased revenue increases dramatically. Through ICMI’s Proven Inbound Sales Techniques course, agents learn the fundamental skills and techniques that will give them the confidence to increase their sales potential.

Key to the sales process is establishing a report and relationship with customers. Agents will examine the inverted pyramid approach to selling, the four stages of inbound sales and t...

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You Will Learn To:
�Work with all types of callers
�Follow proper telephone etiquette
�Practice effective listening techniques
�Negotiate artfully and ask proper questions
�Deliver bad news in an effective manner

Your company’s reputation is on the line-literally. To the caller who has never seen or done business with your organization, the person answering the phone is your company. Proper telephone techniques are key to your organization’s success, bu...

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