Training Title:
Telephone Customer Service: Part 2

Clock Hours: 1

Objectives:
After completing this course, participants should be able to: • Identify various customer behavioral styles. • List the advantages of working with certain behavioral styles. • Distinguish between open and closed questions. • Describe basic negotiation practices and techniques that are used to manage calls. • Identify proper statements to use that leave customers with a positive impression.

Description:
This course presents key information that helps increase your awareness and knowledge of implementing good telephone etiquette as an integral part of the overall customer service experience. The information presented in this course highlights effective practices, roles, and professional techniques that you can refer to as you implement and promote effective telephone etiquette skills in your work environment. Keywords: phone, customer service, etiquette, manners

Approval Bodies