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A telephone call will often be the first and most long-lasting impression a customer gets about your organisation. This Skill Builder has been developed to help you create better first impressions and/or coach individuals in effective telephone skills.
The intent of this booklet is to help you and your colleagues solve customer problems or issues. It provides a broad methodology based on the premise that every call is an opportunity to provide service that adds value.
The emphasis is on providing excellent telephone service: after all, without customers, there would be no business! No organisation will surivive if it treats its customers poorly, and the initial contact usually sets the tone. Many of the principles provided are relevant for every telephone conversation.
The Telephone Service Excellence Skill Builder covers:
1. Preparing - having a good attitude and being willing to use it
2. Opening - conveying the right message in the right way
3. Listening - attentively gauging the customer's needs
4. Targeting - using the who, what, when, where, why and how method
5. Clarifying - resolving problems concisely
6. Closing - agreeing on actions and ending friendly
What are Skill Builders?
These short, sharp and succinct resources provide best practice thinking on a range of key topics and are currently available in 40 titles. Skill Builders are 12 page black and white booklets printed on 140gsm paper and hole-punched for easy insertion into a 3-ring binder. They are designed to provide a practical method for improving skills and focus on explaining the main steps in the process. On the back page of each booklet a template illustrates how the process fits together for practical and immediate application.
What can Skill Builders be used for?
? Staff meetings or other group gatherings where time is limited and you want to discuss a specific skill or topic
? Pre-course work (to provide a brief and practical introduction to a topic)
? One-on-one or group coaching
? Self development
? Any other situation where a practical best practice process is required and time is limited.
$12.95 per book
Domestic Postage Rates
Total order value is $12.95 plus relevant postage value below:
$1 - $200 = $9.50
$201 - $499 = $13.50
$500 - $999 = $17.50
Over $1000 = free
Standard delivery is via Express Post within 5 days of order, and priority shipment (within 24 hours, or end of next business day) incurs an additional $9.50 to each total for priority shipment.
International Postage Rates
Exact cost of shipment via air mail plus $10 handling. Customer can request quotes for alternative shipping method, including international courier such as FedEx, which we will happily provide.