Web-based Training: Telephone Doctor® Customer Service

Telephone Doctor® Customer Service

Basic Basic Telephone Skills	Covers ten simple yet crucial skills which form the very foundation for delivering exceptional customer service. Answering a business call, taking accurate messages, controlling the conversation and more.	teldoc09	25 minutes
Determining Caller Needs I	Listening skills are a key component to providing superior customer service. This course identifies and details six core steps to becoming a more effective listener.	teldoc02	15 minutes
Determining Caller Needs II	Effective questioning skills are a critical component to providing superior customer service. This course identifies and details six essential questioning skills along with how and when to implement them.	teldoc19	15 minutes
Essential Elements of Internal Customer Service	All team members either serve customers directly or they service someone who does. This course illustrates the six essential elements for improving internal communication and customer service.	teldoc14	25 minutes
Five Forbidden Phrases	Customer service training course highlights the five phrases which are proven to annoy and frustrate your customers. Vignettes clearly illustrate the recommended Positive Alternatives to use instead.	teldoc05	25 minutes
Four C's of Coaching Skills	Management development course explains the difference between training, coaching and counseling and illustrates the proven Four Cs of Coaching model in a variety of service and line management situations.	teldoc04	30 minutes
From Curt to Courteous	Illustrates the importance of non-visual communications. Emphasizes understanding and being understood via your words, voice, tone and the customer's impression. Includes "Business Friendly" customer service.	teldoc03	30 minutes
How to Avoid Emotional Leakage	Addresses not allowing negative feelings from one situation to leak into an entirely unrelated situation. This programs illustrate how wrong and damaging this behavior can be. External and internal examples.	teldoc11	10 minutes
How to Deal With the Foreign Accent	Explains that all customers are created equal. Include techniques which make communications with foreign language customers easier. Realistic vignettes and characters make this course a powerful sensitivity builder.	teldoc15	20 minutes
How to Handle the Irate Caller	Teaches a highly effective four point plan for calming irate customers and maximizing their situation. Includes the proven ASAP technique.	teldoc13	15 minutes
How to Treat Every Caller As A Welcome Guest	Explains how incredibly important the role of the front line customer contact employee is. Whoever answers the phone IS THE COMPANY as far as your customers are concerned.	teldoc12	15 minutes
Maintaining Customer Relationships	Most everyone understands the importance of excellent customer service during the purchasing process. But what happens after the transaction? How do we cement a relationship with customers to move their purchase from merely a transaction into a long-term relationship? This course emphasizes the importance of follow up after the sale and gives realistic examples of how to handle the five most common follow-up scenarios.	teldoc21	14 minutes
Proactive Customer Service	Identifies and illustrates passive, average and proactive customer service levels in a variety of situations. Covers the importance of high energy, enthusiasm, rapport building and cross selling.	teldoc08	25 minutes
Seven Keys to a Positive Mental Attitude	This powerful program helps viewers understand that a great attitude isn't something that magically happens. Rather, it's a choice which peoples make in advance about how they're going to deal with life's events. Key points include choosing your attitude in advance, visualizing success and resisting negative influences.	teldoc20	30 minutes
Six Cardinal Rules of Customer Service	A visit to the Hall of Shame allows viewer to meet the men and women responsible for customer service mishaps that plague our society. View each inductee and learn from their mistakes to avoid duplicating these blunders.	teldoc06	25 minutes
Six Steps to Service Recovery	Normally, it's easy to look good when everything is going well. It's when a customer experience goes wrong that your true character shows. In today's competitive service environment merely correcting the problem isn't always enough. Many situations will require Service Recovery. Service Recovery is a specific set of actions which customer-oriented organizations take whenever there's a disappointment for the customer.	teldoc22	30 minutes
Telesales Tips From A-H	Part one of a three-part course loaded with skills and techniques to increase the effectiveness of anyone in a customer service or telesales position. Equally effective for inbound or outbound calls.	teldoc07	15 minutes
Telesales Tips From I-Q	Part two of a three-part course loaded with skills and techniques to increase the effectiveness of anyone in a customer service or telesales position. Equally effective for inbound or outbound calls.	teldoc16	15 minutes
Telesales Tips From R-Z	Part three of a three-part course loaded with skills and techniques to increase the effectiveness of anyone in a customer service or telesales position. Equally effective for inbound or outbound calls.	teldoc17	15 minutes
That's Just Rude	Explores the rudeness matrix. Courses introduces and analyzes the four quadrants of the rudeness matrix. Program raises awareness about how seemingly innocent behaviors can be considered rude.	teldoc18	14 minutes
The Service Mentality	Identifies and highlights the seven key characteristics of customer contact employees who demonstrate superior customer service skills.	teldoc01	30 minutes
What's Wrong with this Picture	Ten vignettes put viewers in charge of identifying what went wrong in each scenario. Includes phone and face-to-face situations.	teldoc10	20 minutes

Experience our entire selection of web-based training courses by viewing the
Business Training Library Course Catalog