Advanced Servicing Skills for Specialist TeleService Staff

The TeleService Edge - 2 Days

1. Who's Who on the Phone
   Who is being served?
   Who is serving?
   What is being served?
   
   
2. Attitudes and Approaches
   Controlling your attitude
   Managing your approach
   Assessing your service attitude.
   
   
3. The Sound of Service
   Voice - your calling card
   Sharpen your articulation
   Use a low pitch to project authority
   Vary your pace
   Vary your inflection.
   
   
4. Listening for Service
   Be ready to listen
   Pay attention
   Don't interrupt
   Control Biases
   Pick up cue words
   Paraphrase
   Separate fact and feeling
   Be reassuring.
   
   
5. The Language of Service
   Be courteous
   Be clear
   Be colorful
   Be concise
   Be consistent
   Be correct
   Be communicative.
   
   
6. Controlling the Process
   Displaying a positive attitude
   Be prepared
   Keep the call moving
   Ending the call.
   
   
7. Handling Upset Callers and Other Problems
   The F-F-F Method
   Handling complaints
   Six-step problem solving.