Overview

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? This informational course will give you tips and techniques to give your customers exceptional telephone customer service. 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, a telephone customer service training, gives you numerous skills, strategies, and techniques your customer service people can use to increase loyalty, make sales, and soothe tempers. Program highlights include ways to prevent many of the needless complications that can make your job unpleasant and overwhelming; tools and techniques to use when you are confronted with special challenges, including language barriers and cultural differences; how to get inside the minds of difficult callers; strategies that encourage customers to stay on the line and pay serious attention to your offer; the single most important way to make a lasting, positive impression on a caller; and techniques that help you relate to the customer by adjusting your role as a customer service provider.

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9798200579174

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Dr. Rick Brinkman and Dr. Rick Kirschner are naturopathic physicians, professional speakers, and trainers, and the coauthors of the bestselling audio and video tapes How to Deal with Difficult People, which have sold more than 300,000 copies. Since 1980, they have shared their insights with audiences across the nation and around the world through their company, R&R Productions. Dr. Rick Brinkman and Dr. Rick Kirschner are naturopathic physicians, professional speakers, and trainers, and the coauthors of the bestselling audio and video tapes How to Deal with Difficult People, which have sold more than 300,000 copies. Since 1980, they have shared their insights with audiences across the nation and around the world through their company, R&R Productions. Since Fred Pryor pioneered the one-day seminar in 1970, Pryor has helped more than 11 million learners and 300,000 businesses achieve meaningful and lasting success. Pryor Learning Solutions delivers more than 15,000 award-winning training options-live and online-to satisfy learning needs.

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