TELEPHONE ETIQUETTE

TO SUPPORT CUSTOMER SERVICE

Event Overview

Whether or you not the words “customer service” appear in your official job title, we are ALL customer service representatives for our organizations.  There is no telling who may be on the other end of the phone when we answer.  Are you prepared to deliver a stellar customer service experience for the caller?  Are you equipped to deal with an irate customer?  Do you know what behaviors most customers expect when they call an organization with a question or problem?  Do you know what is considered proper “telephone etiquette” when putting a caller on hold or transferring a call?  Do you know how to use your organization’s telephone system so that you’re maximizing its efficiency while treating the caller appropriately?  This fun and educational event helps participants put themselves in the caller’s shoes to identify what constitutes “bad” customer service versus “good” customer service and how easy it is to provide the latter.

Who Should Attend this Event:

People at any level within an organization who use the telephone and voicemail as part of their daily work routine. 

Event Outcomes

Participants of this event will leave with:

• Specific examples of "good" customer service behaviors and "bad" customer service behaviors and why they are viewed that way
• Nine telephone standards that customers most often request when calling an organization with a question or a problem
• A formula for asking questions of the caller that helps both parties get what they want and need
• A method to solve the problems of the caller as well as how to deal with and relate to the "irate" customer
• Tips for utilizing voice mail as the tool it was intended to be – whether leaving a message on someone else’s voice mail or creating an outgoing voice mail message

Event Length