Each time a customer service rep speaks to a customer, they take on a unique role. For that brief period of time, they are the company to that customer.
In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that frontline reps can use to present themselves and their organizations in the most positive and professional way. It covers everything from making a positive first impression, to avoiding common pitfalls of poor phone service, to wrapping up the call with a good closing.
Best of all, the training guide gives you the flexibility to train the way you want to train: you can hand out copies for self-study or host more formal training using the Leader’s Guide, Quiz, and Certificates.
It’s a complete customer service phone skills training package for today’s busy manager.