TeleCare: How to Provide Exceptional Customer Service Over the Phone
Learn the Skills to be Exceptional Customer Service providers!

Every time the phone rings, your business is on the line. When customers call, how do your people come across? Are they friendly? Empathetic? In control? Willing to help -- even if it means going out of their way?

Studies show that satisfied customers will boast about their positive experiences to four or five other people. But dissatisfied callers typically will let up to a dozen others know about their negative experiences. TeleCare gives you numerous skills, strategies and techniques your phone service people can use to increase customer loyalty ... make sales ... win customers ... and soothe tempers.

PROGRAM HIGHLIGHTS

• How to gather information from your customers -- without making them feel interrogated
• 6 ways to adjust your attitude and put negative circumstances into proper perspective
• Dealing with ESL (English as a second language) callers and those with cultural differences
• A 4-step process for gently confronting and calming an out-of-control customer