Telephone Skills: Inbound and Outbound
Despite the convenience of online shopping and service, studies show that more than 60 percent of consumers prefer assistance via the telephone. Making the most of telephone sales and service opportunities is the pathway to customer loyalty, whether customers want to place an order, ask a question or register a complaint.
The voice of the consumer continues to get louder. As it does, the pressure to make the most of every customer contact intensifies. At times the first contact with a customer is via the phone. At other times, customers call in as a last resort. Either way, customer service teams and call centers need to be prepared to deal with any situation they might encounter on the other end of the line.
This course increases the knowledge and skills of sales and service agents who interact with customers via the vocal channel of phone calls. Armed with these new skills, phone agents will build relationships, uncover customer needs through questioning, close sales, and exceed customer expectations, without ever seeing a customer face-to-face!