Telephone
Excellence (Workshop)
Speaker: Birgit
Langwisch
Excellence in customer care often depends upon the quality of telephone service that is provided to customers.
Excellence-seeking organizations strive for the highest quality of telephone contact for every type of customer call and they are particularly concerned about those calls where their staff have to say "no" to a customer's request or deliver some other type of "bad news". When customers can't get what they want, the perception of service quality lies in the way the message is delivered.
This workshop will focus on the delivery of excellent service quality on the phone to every customer, particularly those who bring us difficult situations. Through lecturettes, group discussion, video illustration and interactive communication exercises participants will learn about:
