Telephone Doctor® Essential Instruction Techniques include:

	Video vignette examples
	Instructor-led presentations
	Group activities
	Individual skill practice
	Note taking and workbook exercises

Most Popular Session PHASE I CUSTOMER SERVICE SKILLS The Goal for this four-hour session: Identify six common errors made by employees. Techniques for dealing with frustrated clients Techniques to keep your emotions 'in-check'. Learn the FIVE Forbidden Phrases.

The Next Step PHASE II EXCEEDING EXPECTATIONS The Goal for this four-hour session: Take your organization to the next service level. Skills and techniques to be more proactive. Seize rapport-building opportunities. Customer retention.

Please contact Cheryl Thiede, Workshop Coordinator for additional information and to reserve your dates! 314.291.1012 E-Mail: .

Essential Communication Skills Workshop Audience: All Positions, Employee Orientation, Management, Trainers Duration: Four Hours (includes two – ten minute breaks) Purpose: The goal of the program is to demonstrate and teach the fundamentals of customer service communication and the importance of being an “ambassador” for your organization. "Telephone Doctor® did on-site training in our center about 2 years ago and it was outstanding. Still rated by my staff as the best training they've ever had!" Dianne Husby, Director - Technical Support, Pearson Education Technologies Skills Learned: Telephone Doctor’s ‘Three Part Greeting’ and state the reason it is effective. The seven characteristics of excellent customer service. How providing excellent service gives your organization a competitive edge. Conducting a personal self-assessment of service mentality. Techniques to offer empathy. How to keep a proper balance at the office. Behaviors to demonstrate an effective “service mentality.” Techniques to bounce back after difficult situations. Ten effective techniques for receiving, handling & transferring telephone calls. Taking accurate messages and forwarding telephone calls. Proper method of putting a caller on hold. Learning the DO’s and DON’Ts of fundamental telephone communications. DVD courses utilized during this session: Essential Telephone Skills The Service Mentality

Customer Service Skills Workshop Audience: Support, Sales and Customer Service Staff, Management, Trainers Duration: Four Hours (includes two – ten minute breaks) Purpose: To motivate and teach effective techniques to help build a solid foundation of service that impacts the customer’s perception of your organization. This in turn, leads to new business opportunities with customers and greater job satisfaction for the staff. "I would like to express my sincere appreciation of your presentation skills and your positive attitude. The responses to your training were overwhelmingly positive. The tools provided during this training are simple and effective." Don Blashinsky, Jr., Director of Technical Support, Inter-tel.com Skills Learned: Six common errors when dealing with customers. Effective strategies for avoiding each of those errors on the job. The Telephone Doctor’s Three-Part Greeting and reason it is effective. “Welcoming phrases” to set the stage for positive interaction with customers. How to gently gather information. Key principles for dealing with irate customers. Understanding and applying the ASAP technique. Effective use of the Telephone Doctor’s® Swear Stopper. Techniques to avoid making excuses to customers. How to better manage stress and emotions in the office. How to avoid “Five Forbidden Phrases” that offend customers. Effective alternatives for each of those phrases. DVD courses utilized during this session: Six Cardinal Rules of Customer Service How to Handle the Irate Caller How to Avoid Emotional Leakage Five Forbidden Phrases

Exceeding Customers Expectations Workshop Audience: Skilled Support, Sales and Customer Service Staff, Management, Trainers Duration: Four Hours (includes two – ten minute breaks) Purpose: Takes your organization to the next service level by exceeding customers’ expectation! Teaching skills and techniques to be more proactive, seize rapport-building opportunities, encourage add-on sales, assist with the retention of customers, while offering consistent service to both internal & external callers. "A Rep from our Dallas service center had not wanted to attend your workshop because she has been in this job for 20 years and has been to several such classes. She informed me that this was by far the best workshop she had ever attended!" Julia Halter, Organizational Development, Alcoa Construction Products Skills Learned: Effective techniques to handle difficult customers. Learn add on and soft question techniques to raise sales. How various forms of communication influence all aspects of life. Correct techniques for various challenging workplace and personal situations. How to avoid de-sensitization. Importance of tone of voice. Problem solving. Differences found in passive, average and proactive customer service representatives. Telephone Doctor’s Tools of Proactivity. Taking advantage of rapport-building opportunities. How to recover business opportunities. Managing the feelings of disappointed customers. DVD courses utilized during this session: Proactive Customer Service Six Steps to Service Recovery

Telephone Skills from A to Z Workshop Audience: Ideal for Call Centers, Sales Representatives, Support Staff, Management, Trainers Duration: Four Hours (includes two – ten minute breaks) Purpose: To improve the performance of your company’s employees by identifying the effective use of business tools such as telephone conversation, voice mail and asking questions to capture the sale. Also, skills and techniques for each letter of the alphabet to help your staff remember to be an effective listener and while asking targeted questions designed to determine the callers’ needs. "I would recommend the training to anyone and hope we can have more sessions in the future. Thanks again for a wonderful experience!" Valerie Rutterer, Washington University School of Medicine Skills Learned: Communication tip or technique linked to each letter of the alphabet. Seven questioning techniques for uncovering the needs of the customer. Gathering information without ‘interrogating’ customers. How “soft questions” can increase additional products and services. The major reason why business is lost. Pertinent questions and techniques to build rapport. Difference between Features and Benefits Have a clear objective for each call. Methods to eliminate credibility busters. Individual tips and techniques for specific work situation. The importance of attitude and creativity in providing high quality customer service. Techniques for communicating warmth and friendliness to customers on the telephone. Telephone Doctor’s NUM Calls and sandwich techniques for follow up after the sale. DVD courses utilized during this session: Determining Caller's Needs Maintaining Customer Relationships Telesales Tips from A to Z

Coaching for Managers Workshop Audience: Management, Supervisors, Trainers, Owners Duration: Four Hours (includes two – ten minute breaks) Purpose: The purpose of this workshop is to provide a practical approach to improving employee performance. Learn skills and techniques to define coaching as a management /supervising function, how to determine the differences between training, coaching and counseling, a better understanding of the primary skills of an effective coach, and how to apply the four-step model (the Four Cs) for effectively coaching employees. "Our CSRs really enjoyed the workshop. Several thought it was the best seminar they ever attended. I would definitely recommend Telephone Doctor® to everyone in the customer service field." Patricia Cronin, Montblanc, Inc. Skills Learned: Coaching as a management/supervisory function. Distinguish the difference between training, coaching, and counseling Achieve employee buy-in and understand its significance How to respond if coaching isn’t immediately effective Develop valuable skills from real-world role-playing exercises How to achieve top performance from each employee Manage staff to deliver consistently excellent service Primary skills of an effective coach. Application of the four-step model (the Four Cs) for effectively coaching employees. DVD courses utilized during this session: Four Cs of Coaching

Internal Customer Service Skills Workshop Audience: Entire Organization Duration: Four Hours (includes two – ten minute breaks) Purpose: The purpose of this workshop is to identify essential elements to help create an environment of excellent customer service. Learn skills & techniques to stress the importance of improved internal & external customer service; unlock the mystery of how a positive mental attitude affects the service provided by your organization and why offering consistent service will increase your competitive edge. "The feedback I received from my representatives was extremely positive, and more importantly I hear them using the techniques they learned in your program on a daily basis. Above all, sales are up!" Polly Hagen, AT&T Wireless Services Skills Learned: Discuss similarities between outside calls and those originating within the company. Relationship of the company's internal techniques and its total service effort. Four techniques to assure calls are handled courteously, effectively, and professionally. Difference between an “Internal” and “External” Customer. Six elements of excellent internal service. An explanation of how internal service affects external service. Demonstration of Customer Service techniques designed to enhance internal service. Three keys to a positive mental attitude. How a positive mental attitude influences service and every aspect of life. How personal and professional situations affect your positive mental attitude. DVD courses utilized during this session: Seven Keys to a Positive Mental Attitude Essential Elements of Internal Customer Service

To discuss your on-site workshop needs please contact us.