Skill Development and Training   Customer Service – Telephone Service Essentials for Telephone Eighty-six percent of the message customers receive on the telephone is conveyed through customer service representatives' tone of voice. Service Essentials for Telephone develops those crucial yet often overlooked tone-of-voice skills. Participants learn to identify different customer styles, adapt their behavior to better meet their customers' needs, and build relationships via the telephone. This 1 day training instills the fundamentals of excellent telephone skills, including:      –  creating a service attitude before answering the phone      –  managing the call process      –  putting the caller on hold      –  transferring the call      –  taking messages Customer Service - Telephone Techniques During this 1/2 day program, participants will acquire the fundamental skills of providing service on the telephone. Service Essentials for Telephone includes the following topics: Module I - Creating Service Attitude Set a tone and control the call in a way that will delight your customers Managing the call process Check your attitude 7 step call process Cheerful and appropriate greeting Handling difficult customers on the phone and solving their problem Tone of voice modification based on customer need Module II - Managing Call Process Manage the call and solve the problem 3 Essential Functions Asking callers to hold Transferring calls Taking messages Assess your skills evaluation View Service Essentials for Telephone e-brochure Service Essentials for Telephone Trainer Kit includes: Facilitator Guide A step-by-step guide for the facilitator / trainer to organize the logistics of the training. Iincludes comprehensive training checklist, tips for facilitation, and learning objectives for each module. This guide is simple to follow and covers every detail for the novice trainer. Facilitator Script A step-by-step script for the facilitator / trainer to deliver the four modules of training to the staff . Participant Manual This step-by-step guide includes exercises, reference material, self-tests, practice exercises, case studies, action plans, and essential practices card. Each participant will need this manual for the learning process. Visuals / Overhead Masters All modules are supported by visuals included on PowerPoint format disk Service Essentials for Telephone Trainer Kit S-171   Price: US$ 715.00  (retail US$ 895.00)     Service Essentials for Telephone Participant Material Includes: Participant Manual This step-by-step guide includes exercises, reference material, self-tests, practice exercises, case studies, action plans, and essential practices card. Each participant will need this manual for the learning process. Essential Practices Card A pocket-sized tool designed for daily use / reminder of the customer service practices that reinforce the desired behaviors. Each participant manual includes one card. Service Essentials for Telephone Participant Material S-170   Price: US$ 70.00  (retail US$ 89.00)     NOTE: For groups larger than 100 participants, special volume discounts and licensing agreements are available. View Service Essentials for Telephone e-brochure This comprehensive approach to telephone phone skills improvement can also incorporate the DiSC Classic Profile and other DiSC behavorial style items. Contact us for more information. OPTIONAL: These are recommended for use with the the Service Essentials for Telephone program: DiSC Classic Profile - available in online and paper format This multi-level learning instrument helps individuals assess to what degree they utilize each dimension of behavior in a situation. View DiSC Classic Profile information DiSC Talk! Key Cards This easy-to-use reference card is a handy guide that leads telephone professionals quickly through the DiSC process on the phone. View Talk Key Cards information DiSC Talk! Action Planner - available in online or paper formats This action planner helps telephone professionals communicate more effectively and increase customer satisfaction.. View Talk Action Planner information Customer Service Action Planner - available in online or paper formats Increase customer satisfaction and service by identifying your customers’ primary needs and their preferred approach to communication and problem solving. Once you are grounded in DiSC, use these Action Planners to fully utilize what you have learned. View Customer Service Action Planner information Contact us for more information. Related Customer Service programs:       Service Essentials for Everyone – Fundamental customer service skills       Service Essentials for Email – Email skills       Service Essentials for Managers Return to Customer Service main page We accept credit cards on all orders. Volume pricing is available.   Find    Product  by  Individual  Product  Title ------ CUSTOMER SERVICE COURSEWARE ----------------------------   Service Essentials for Everyone - Fundamentals   Service Essentials for Managers   Service Essentials for Telephone   Service Essentials for Email ================================================ ------ SELF-PACED ONLINE COURSES ------------------------------------ -------------- CUSTOMER SERVICE --------------------------   Understanding Behavioral Styles for Customer Service   Reinforcing Your Understanding Behavioral Styles - Customer Service   Establishing Credibility and Trust for Customer Service   Questions Are The Answer For Customer Service   Customer Focused Interviews   Handling Customer Complaints --------------- BEHAVIORAL STYLES - DiSC -----------------   Understanding Behavioral Styles   Reinforcing Your Understanding Behavioral Styles --------------- MANAGERS ----------------------------------   Understanding Behavioral Styles for Managers   Reinforcing Your Understanding Behavioral Styles for Managers   Managing Performance Discussions   Behavioral Interviewing --------------- TEAMS -------------------------------------   Understanding Behavioral Styles for Teams   Reinforcing Your Understanding Behavioral Styles for Teams --------------- SALES -------------------------------------   Understanding Behavioral Styles for Sales   Reinforcing Your Understanding Behavioral Styles for Sales   Establishing Credibility and Trust for Sales   Questions Are The Answer For Sales   Customer Focused Sales Interviews   Overcoming All Objections   Territory and Account Management ========== DiSC Assessments & Training Tools ===========-   Attitudes – Adventures in Attitudes   Biblical Personal Profile System - Christian Education   Coping & Stress Profile   Customer Service Action Planner   Dimensions of Leadership Profile   DiSC Action Planner Sample Pack   DiSC Buttons   DiSC Customer Service Action Planner   DiSC Management Action Planner   DiSC Managing Performance Action Planner   DiSC Classic Profile – Online Version   DiSC Classic Plus Profile – Online Version   DiSC Classic Profile – Paper Version -- Personal Profile System   DiSC Management profile   DiSC Personal Profile – Spanish Version   DiSC PPSS - Personal Profile System - Computer / Codelock   DiSC Relationship Profile   DiSC Sales Action Planner & DiSC Talk reference card   DiSC Sales profile   DiSC Talk Action Planner   Diversity – Discovering Diversity Profile   EPIC - Online account –- Online Delivery System   Everything DiSC Classic Facilitation System   Everything DiSC Management Profile   Everything DiSC Management Courseware – PowerPoint with video   Everything DiSC Sales Profile   Everything DiSC Sales Courseware – PowerPoint wirh video   Everything DiSC Sales Customer Interaction Guides   IdX - complete ready to go synchronized learning programs with video   Indra - In-Depth Relationship Assessment   I-Sight - A Way to Understand Yourself & Others -- Ages 12 - 18   Innovate with C.A.R.E. Profile --now Team Dimensions Profile   Learning Insights Profile   Listening Profile   Management Action Planner   Managing Performance Action Planner   Managing Work Expectations - now Work Expectations Profile   Personal Development Profile Phrase Version   Personal Learning Insights Profile   Personal Listening Profile   Personal Profile System 2800 Series - Paper - now DiSC Classic   PPSS - Personal Profile System Software - computer based   Quik DiSC   Relationship Profile   Role Behavior Analysis   Sales Profile and Courseware   Sales Customer Interaction Guides   Sales Action Planner   Talk Action Planner   Team Dimensions Profile -- formerly Innovate with C.A.R.E. Profile   Time Mastery Profile   Understanding Behavioral Styles: Online Course   Work Expectations Profile -formerly Managing Work Expectations =============================================== --- COMPLETE READY-to-GO SYNCHRONIZED PROGRAMS with video   idX – Frontline Management: Leveraging Strengths of Your Style   idX – Capitalizing on Team Talents   idX – Collaborative Skills for Teams   idX – DiSC Power Selling   idX – Improving Your Listening Skills   idX – Conflict Management   idX – QuikDiSC Cards ================================================ ---------- STUDENT & EDUCATOR RELATED----------------------------------------------   Education / Educator resources   Ages 12 - 18 – I-Sight A Way to Understand Yourself and Others   Biblical Personal Profile System - Christian Education ================================================   Inscape Product Chart / Applications   Inscape Validity & Reliability Information   Inscape Products Users - sample If any of these products are not exactly what you want, please place an inquiry.	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