1. Welcome to: Telephone Courtesy & Customer Service
© NETg, Telephone Courtesy & Customer Service, Third Edition

2. Learning Objectives
Recognize the importance of providing high quality customer service
Practice proper telephone techniques
Improve listening and questioning skills to clarify customer needs
Establish action plans to improve telephone skills and customer service S1

3. Agenda Introduction 20 minutes Module 1: Quality Customer Service
Module 2: Proper Telephone Skills
175 minutes
Module 3: Understanding Customer Needs
35 minutes
Module 4: Managing the Customer’s Perception
Conclusion
10 minutes S2

4. Starting Well Handling the Telephone Mastering Voice Inflection
Using Your Best Voice
Addressing the Caller
Answering the Telephone
Practicing Effective Listening S3

5. Working Through the Call
Managing Objections
Learning the Art of Negotiation
Making the Service Follow-up Call
Asking Questions
Making the Outbound Service Call
Delivering Bad News S4

6. Putting It All Together
Managing Different Caller Behaviors
Managing Telephone Messages
Managing the Customer Callback
Avoiding Statements That Give the Wrong Impression
Managing Technology
Closing the Conversation S5

7. Voice Inflection Exercise
Ask participants to pair up and read this sentence to each other in a normal voice:
“Michael didn’t show up for work this morning.”
Now say it with a:
Surprised voice
Casual tone
Secretive voice
Questioning voice S6

8. Voice Projection
Energy
Rate of speech
Pitch
Quality S7

9. Addressing the Caller The seven basic ways to address the caller: Mr.
Miss
First Name
Ms.
Sir
Mrs.
Ma’am S8

10. The Basics Use four telephone courtesies: Be enthusiastic
Greet the caller
State your organization or department
Introduce yourself
Offer your help
Be enthusiastic
Use friendly phrases
Smile! S9

11. Callers Usually…
Make statements
Offer objections
Ask questions
S10

12. How to Improve Your Listening
Listen for statements, objections, and questions.
Take notes.
When in doubt, ask questions.
Focus on conversation.
Use confirming statements.
During long conversations, ask questions.
S11

13. Kwong’s Negotiation Review pages 26-27.
Complete the response on page 27.
Review pages
Take turns practicing negotiating as Kwong on page 28.
When you are the customer, follow the script.
When you are Kwong, try to use the skills learned rather than reading Kwong’s script.
S12

14. Making Action Plans for Outbound Calls
Greet the customer.
Introduce yourself.
State the purpose of the call.
Deliver your message in a friendly way.
State any customer benefit.
Ask for agreement.
S13

15. Exercise: Managing Different Callers
Prepare to share with the group:
Overview of your caller type
Some of the tips suggested for responding to this type of caller
Your situation
Your response to the questions
S14

16. Using Voice Mail Don’t stop answering the phone.
Return calls promptly.
Update messages frequently.
Forward calls if necessary.
Read the system manual.
Prioritize messages.
S15

17. Closing the Conversation
Thank the customer for calling.
State appreciation for business.
Assure that promises will be fulfilled.
Leave the customer with a positive feeling.
S16