Telephone
Customer Service
World Class
Customer Service Over the Phone
The Telephone
can be Your Greatest Asset or Your Biggest Enemy! It's Your Choice....
How often do we ignore, or take for
granted, one of the most valuable assets for any business? More
important, how much do we abuse this valuable tool when it comes
to interacting with customers? The reality is that most of us are guilty
of not using the phone properly every single day. We don't do it
intentionally, but we still use the telephone wrong without realizing
it.
The problem is most of us were never trained in how to use the phone
properly. By trained I don't mean how to dial a number or pick it up to
answer an incoming call. I am talking about how to speak and communicate
using the phone and how to make take proper advantage off everything
this amazing device has to offer.
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The
role of the telephone has changed over the years as technology
has changed at the same time. today our phones do a host of
different things and have becoming a lot more functional.
Perhaps the biggest change is that our phones have become
portable. With the advent of the latest in cell phone
technology, people are never more than a few seconds away from
their phones. This allows us greater access to our customers but
also increases the possibility of abuse.
Portable cell phones also give our customers greater and easier
access to us at the same time so we need to make sure we are
able to communicate efficiently and properly to our customers on
the phone. If we fail to communicate properly, our
customers just might take
their business elsewhere. And that is the last thing we want them to do.
Telephone
Customer Service - Critical Skills For Everyone!
Just as our jobs change and technology changes, so do the skills we need
to be able to remain highly performing businesses and individuals. Let's
face it, what was good enough yesterday just doesn't cut it today. Like
it or not, we need to improve our current skill, and master new ones, as
everything changes around us.
For many people, the reaction to getting telephone customer service
skills is met with skepticism. "Who the heck needs training to
answer a darn phone!" might be the reply when asked about this type
of training. But getting trained on using the phone is more than telling
someone how to dial and answer a phone. Telephone customer service
training teaches us how to handle some of the options and features of
today's phone and how to handle them in such a way as to provide the
best customer experience possible.
Almost everyone handles some aspect of the telephone incorrectly. They
don't do it because they are mean people, lazy or incompetent. they
handle things wrong because they were never taught the correct way. They
never thought about how what they were doing was received by the people
on the other end of the line! In fact, almost everyone who gets
telephone customer service training agrees that they learned more than a
thing or two about how things should be handled. There are a lot of
things taught in this training that people never thought about but
agreed could be problematic. In short, there were a lot of "light
bulb moments" as people understood why they had problems in the
past!
What's
Different About Telephone Customer Service?
The main difference when it comes to in store customer service and
telephone customer service is something most people never even realize.
When you are in the store, you can see the person you are talking to and
you can watch his movements and how he reacts. You can see a smile or a
frown. On the telephone, you only have a voice. And when it comes to
having just a voice, that voice now means everything!
People on the other end listen carefully to that voice they listen for
the tone of the voice and any emotion that may or may not be behind it.
They can sense frustration, boredom, anger, or annoyance in the tone of
the voice and that can cause problems for you and whom you are talking
to. Very often wrong perceptions, or wrong conclusions, are made because
of falsely "reading into" the tone of someone over the phone.
There also are no distractions on the phone. There is nothing to look at
or occupy your time. So, while you wait you cannot walk around and
browse like you can at the store. On the phone, you can only sit there
and wait. There is nothing else to do. Time drags on more slowly. If you
are lucky you have something to listen to but that is usually a bad
rendition of something that was popular in your parents childhood!
Either way, time takes on an entirely different dimension when you are
on the phone.
What's
the Same About Telephone Customer Service?
Just like some things are different, telephone customer service shares
some common ground with "regular" customer service as well.
Our customers still demand to be treated with dignity and respect. They
still want to feel appreciated and they want their needs addressed and
their problems resolved quickly.
Customers also want accurate information whether that information is
delivered in person or over the phone. And they want that information
delivered quickly. They don't want to wait for it, they want it now!
Plus, they want it delivered in a friendly and professional manner.
Another very important common factor is that people generally tend to
make mistakes in telephone customer service for the same reason their
face to face counterparts do. They do not make them because they are
mean, lazy, or incompetent. They make the mistakes because they have not
received the training they need to perform at their best.
Common
Mistakes in Telephone Customer Service
Most people dislike having to call a business to get a problem resolved
or simply to report the problem in the first place. They dislike it not
because they dislike talking or using the phone, they do it because of
the entire process. Very often the telephone process at most businesses
is cumbersome and impersonal and that is where the problem lies.
People with problems or issues need and often demand personal attention
and a little bit of hand holding. They need reassurance and comforting
by a real live person. instead, they often deal with an automated
telephone system with a myriad of choices that is both annoying and
impersonal. In some of these systems, you can have 10-20
"options" and NONE of those options allows you the opportunity
to speak to a real person! Instead, you have to leave a message and wait
for a call back!
People also tend to make the wrong choices of words and phrases when
interacting with people on the phone. There are specific words one
should NEVER use under any circumstances and you would be surprised just
how many people use those words over and over again without realizing
it!
Plus, there is another thing that people do several times a day that can
infuriate a customer so much that he will just give up and run to the
competition. It is something most people don't even realize they are
doing but it can create a huge problem for the caller at times!
All of these innocent mistakes can result in lost customers and create
problems or make existing problems much worse. That is why it is crucial
that everyone who uses the phone in their own career or position be
trained on how to use it properly.
How do
I Get Telephone Customer Service Training?
Up until now, getting the telephone customer service training could be a
very expensive and inconvenient process. Attending classes and seminars
can be costly and travel adds expense and time to the process. Plus, a
lot of the times classes and seminars are not held locally or at times
when you can attend.
Fortunately, we offer customer service training manuals in a self study
format that allows anyone to get the telephone customer service skills
they need without the high expense or the need to attend an inconvenient
seminar or class! You don't have to pay hundreds of dollars or spend a
lot of time off from work attending remote classes.
Our training manuals require no previous experience or education and are
written in such a way that everyone can easily understand the content
and quickly put it into use. We don't require a lot of time and our
manuals are designed to get results in time segments as small as 15
minutes! Read the manuals on the bus or train, after dinner, or during
your lunch or coffee break at work. Our training easily fits into the
busiest of schedules.
But please, do not confuse ease of training and lower cost with poor
quality. Our training manuals will teach you everything you need to
perform at your highest level and learn the quality skills you need to
succeed. Our manuals are time tested and are constantly revised to be up
to date and relevant to today's demanding marketplace.
Our manuals are in use in many different countries and are part of the
curriculum at several universities and vocational centers. We are proud
of our manuals and have always had our students success in mind as they
were designed and written.
We have eliminated all the roadblocks except one. And that is getting
you to take the first step and make the commitment to get the training
you need to succeed. We have made that easy as well. To the right of
this page you will see links to all our manuals and courses. Just click
on the link for the manual or cost that interests you and you will be
taken to that product page. You can get started within minutes with our
instant download system so there is no delay.
We have done everything but take that first step for you. That, my
friend, is up to you. Please take it now.
New
Manuals
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Customer
Service Training for Health Care Professionals
Learn
how to create the ultimate patient experience for all
your patients!
Most
CSTI Customer Service Manuals are available from the
Amazon Kindle Bookstore! That means you can download our
manuals into your Kindle or IPAD and take your training
with you!
Certificate
Programs In Customer Service Training
Certificates are a great way to show
people you have invested your time and resources into Customer Service.
Certificates let your customers know that you truly care about their
experience and in providing the best service you possible can.
Certificates are also an impressive part of any portfolio, resume or
employment application! Showcase Your Achievement with a full color certificate upon
successful completion of the course! All courses are written in an easy
to follow and understand format! No experience or special education required!
Customer
Service Certification Program Get a collection
of our best selling Customer Service Training modules as well as
a full color certificate of completion suitable for framing to
show your customers you care! Instant downloads get you started FAST!
A Certificate From CSTI
Is A Great Addition To Any Resume or Job Application! It Is Also A Great
Item To Hang On Your Office or Store Wall For All To See! Show People
You Care!
Certificate
Program In Call Center Agent Training
If you are planning to pursue a
career as a Call Center Agent, this course will give you the information
& skills you require to become a world class agent. Ideal for
pre-employment training as well as improving existing skills!
Read The Materials &
Then Take One of Our On-Line Tests .
You'll find out your grade immediately!
It's Fast & Easy!
Certificate Program for
Service Technicians!
In order to achieve high customer
satisfaction, it is not enough just to fix the equipment. You have to
"fix the customer" as well! Learn how to take service to the
next level quickly and easily!
Get a
FULL Color Certificate When You Successfully Complete The Course! It's
suitable for framing and a great addition to any wall!
Instant
Download & CD-ROM-Based
Customer Service Training Modules
New
Release!
Observation Selling!
Learn how to
take communication and Customer Service skills and apply them to
your sales processes. Learn how to create larger sales, convert
more customers into buyers and increase revenue without having
to increase customers! Over 100 pages of powerful yet easy to
implement processes and information designed to get results
fast! No prior sales experience required to use these powerful
techniques! Click
Here For More Information!
New
Release!
How To Thrive
In ANY Economy! Even
in a poor economy there are opportunities for people who know
what to do and how to go about doing it. Learn how to protect
yourself from layoff, secure new opportunities, and bring
security and stability into your life easily! Over 400 pages of
easy to understand and implement information and tools. A must
for anyone concerned about or impacted by the current economy.
Click
Here For More Information!
Get two
PowerPoint Presentations: "Training the Trainer" &
"Unlocking the Keys To Great Customer Service" plus
trainer and participant manuals and a group license for 25
participants all for one low price!
Everything on an easy to use CD-ROM!
Learn what it
means and what it takes to become totally customer-focused.
Learn how to quickly and effectively turn your business into a
truly customer-focused business.
9 of our most
popular manuals and publications designed to give you a complete
education in both basic and advanced Customer Service Training
techniques and applications.
Everything on one easy to use CD-ROM!
The
basics of Customer Service Training to teach you skills or refresh
existing skills. A perfect entry level or starter manual. Also perfect for
review
What
do you do when things go wrong? Let this manual take you step by step and
show you how to resolve problems and minimize their negative effects on
your business. These skills are a must for anyone in Customer Service!
Very
often how we react after things go bad can be the difference between
losing a customer and gaining one for life! Let us show you how to keep
your people coming back again and again! These skills are a must for all!
Learn how to treat people
properly and determine which course of action to take to get the maximum
result. Different people require different approaches!
Take your
Customer Service skills and performance to a higher level with these
advanced skills manuals. Get Conflict Resolution, Customer Service
Recovery, and How To Interact With Any Kind of Customer for one special
low price!
Learn how to interact
with people over the phone properly and effectively. Learn how to increase
sales, satisfaction, and keep people coming back again, and again,
and again! A must for businesses of all shapes and sizes!
Learn how to implement a
plan designed to make it easy to take your new customer service skills and
put them to use in your job! This program is FREE with any manual
purchase!
Get a special
collection of our most popular titles in one great collection
and get them all for a very special low price!
This is a limited time offer so order your set NOW!
Get a collection
of our best selling Customer Service Training manuals as well as
a full color certificate of completion suitable for framing to
show your customers you care!
Prepare
yourself for achieving optimum performance in one of the most
challenging and rewarding customer service jobs out there today.
Get the basic and advanced skills you need to be at your best in
this great career!
Even in a poor
economy there are opportunities for people who know what to do
and how to go about doing it. Learn how to protect yourself from
layoff, secure new opportunities, and bring security and
stability into your life easily!
Discover
how you can lead the Customer Service experience for your staff
and team! Learn how to institute training and change outlooks,
focus areas, and improve the performance of your department and
staff!
To get the most
out of life, we have to be prepared when opportunities present
themselves. To get that dream job or promotion we have to learn
how to make sure we're ready and others KNOW IT! Success might
not be that easy, but failure is much, much harder!
Re-Entering The Workplace
Millions of people
are returning to the workplace later in life. For these people the task
may seem difficult or at least intimidating.
This E-Book will give you the knowledge and
action plan you need to gain an advantage over others and be successful!
Click
Here For More Information!
Enhancing
The Customer Experience
Learn what it
means and what it takes to become totally customer-focused.
Learn how to quickly and effectively turn your business into a
truly customer-focused business. Best of all, learn how to do
this in a very cost-effective and easy fashion. Click
Here For More Information!
How To Thrive
In ANY Economy! Even
in a poor economy there are opportunities for people who know
what to do and how to go about doing it. Learn how to protect
yourself from layoff, secure new opportunities, and bring
security and stability into your life easily! Over 400 pages of information and tools.
Click
Here For More Information!
Our Customer
Service Training Modules Will Show You:
Why
you may never know what you did, or are still doing wrong!
How
to dramatically reduce the cost of resolving problems and
complaints!
The
key words to avoid at all cost! (and we all use them each and every
day!)
What
to NEVER say to a customer!
Common
practices we think are good but send customers away in droves!
Steps
to take to make yourself more valuable to your business or to your
company!
How
to quickly and easily become customer focused!
How
to give everyone more of what they want without increasing costs!
Most
important: How you can reduce your daily stress almost immediately!
Everyone Can
Benefit From Improved Customer Service Skills!
Business
Owners - Give your employees the
Customer Service Training that they need to maximize their performance,
sell more products, and become more productive. Accomplish this in a very
cost-effective way without having any employee miss time from work! An
inexpensive yet very effective way to train your employees on service!
Employees - Upgrade
your service training skills and become more productive and more valuable to
your employer! Prepare yourself for career advancement by possessing
service skills many others don't have!
Students -
Get the
Customer Service Training you need before starting your first job! Get the jump
on the competition by learning the Service skills they don't teach in school! Be
prepared when that opportunity presents itself!
Unemployed? - Make
yourself more marketable and valuable by getting the Service skills that are
most in demand by employers today! Give yourself the edge over your competition!
Prospective employers want people that know how to treat people & increase
revenue! Be that person!
DON'T
WAIT!!! It Has Never Been Easier To Get Customer Service Training Skills!
In just an hour,
you can be on your way to a much more secure and less stressful future with
higher pay and increased job security! Best of all, it's easy to improve your
Customer Service skills, and you can do it in the comfort of your own home and
within your schedule! The hardest part is taking the first step. Once you
do that, the rest is easy!
"I Went
From New Employee To Employee of the Year In ONE YEAR Using
The Exact Information & Techniques Featured Here! It Was So Easy!"
Good Customer
Service Training doesn't cost money,
it MAKES you money!
Take
Your Training "On The Go" with a Kindle or I-Pad!
For those of you who travel
or spend a lot of time commuting, why not broaden your ability to
train, keep up on journals and manuals, and enjoy your favorite
books at the same time? CSTI Manuals are available from Amazon
Kindle Book Store and you can also use them on I-Pads as well!
You can do that and more with a Kindle
Book Reader! Kindle Book readers are able to read PDF files so you
can red our training manuals as well as service manuals as well as
your favorite bestsellers! It truly brings total flexibility to
your reading enjoyment!
Get a FREE
Customer Service Training E-Book to help you improve your Customer Service
Skills in order to take your customer's experience to the next level and beyond!
It's free and you will get to download it instantly! Click
Here To Get Your FREE E-Book!
Customer Service Certificate Program
Receive A Handsome Certificate To
Display Upon Completion
Do
YOU Have The Skills You NEED To Do Your Very Best &
Prepare Yourself For The Opportunities That Lie Ahead?
Quality
Customer Service Training Need Not Be Expensive!
Our Easy To Use & Cost
Effective Customer Service Training Will Quickly Improve Your
Customer Satisfaction Ratings, & Keep Your Customers Coming Back To You Again &
Again!
Click On
Title For
More Information
Customer
Service Training
Packages,
Group Training, & Corporate Training
A
complete course in Customer Service with a Certificate of Completion when
you're done! A perfect way to show your customers that you care enough
about their needs to take the time to learn how to best serve their needs!
We
offer licensing plans for any size group! Get quality Customer Service
Training for far less than you would think possible! Personalized manuals
for large users!
Discover
what the value of Customer Service Training really is to you and your
company. Discover what will happen if you don't invest in Customer Service
Training and improve your skills now!
Make
sure to bookmark our newest location on the web! We can now also be found
at
http://www.customerservicetraininginstitute.com
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Serious Are YOU About YOUR Customer Service Training?
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Corporate
Customer Service Training
Resources! Bring Our Customer
Service Training
To Your Employees! Train-The-Trainer
Manuals - Trainer's
Manuals - Student
Workbooks
Click Here For More Information
Do You Need to
Train a Large Group of People?
We offer group licensing plans for any size group! Get quality Customer Service
Training
at lower costs through group licensing!
Personalized content
available for large users.
For more information, please CLICK
HERE!
Direct Customer Service Training
Manual Product Links:
There is a brand new
website, created by one of our authorized distributors, that is a
great source of all kinds of Customer Service Training resources and
products (even ours!) At this site you can find books, videos, audios
and all kinds of products, all related to Customer Service Training.
Product reviews and commentary make this a great site to visit and
bookmark as well!
If you are Looking for Other
Types of Training,
check Out This Directory of Training
Seminars
At The Customer
Service Training Institute, we are all about success! Our Customer Service
Training
manuals will help you bring the very best Customer Service Skills to
your job and your company!
"Get Your Customer Service
Training From The Customer Service Training Experts"
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