Lessons
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Lesson 1
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Telephone service fundamentals
Good telephone service
Discussing the benefits of good telephone service
Discussing the guidelines for good telephone service
Attitude and interpersonal skills
Maintaining a positive attitude
Using your voice effectively
Greeting customers
Identifying types of customers
Greeting a customer
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Lesson 2
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Effective call handling
Identifying customer needs
Questioning the caller
Listening to the caller
Discussing guidelines for active listening
Confirming a callers request
Fulfilling a customers request
Handling difficult calls
Identifying the source of a problem
Solving the problem
Recognizing an angry callers needs
Handling an angry caller effectively
Closing a call effectively
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