Page 21 - Dale Carnegie Course Catalog

Telephone Skills: Inbound
Primary Competency Categories:
This module is designed to provide the basics of how to make the most of inbound sales opportunities. When customers take the time to call you, there is a reason why they made the effort. Whether it is to place an order, ask a question, or register a complaint, a real per- son is at the other end of the line. Many times you have to break through communication barriers to help the person articulate their reason for calling. Inbound calls take patience and good human rela- tions skills.
At the completion of this module, participants will be able to:
 Identify the small differences that can make a big difference in customer service
 Make the most of inbound sales and customer service opportunities
 Develop confidence in customer interactions with inbound callers
 Use the Information Gathering Model to evaluate how to best meet their caller’s needs
 Communication
Practices active listening supported with meaningful oral
and written information.
 Customer Experience
Leverages positive experiences to create customer loyalty and long-term relationships.
Telephone Skills: Outbound Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENT2E0RS LEADERS WHO BUILD AMAZING SERVICE
Customer service professionals are sometimes reluctant to make calls. They don’t like to think of themselves as an intrusion, and have to deal with rejection a large percentage of the time. Worse still, people are getting harder to reach. Just because you have their phone number or their e-mail address doesn’t mean they want to hear from you.
At the completion of this module, participants will be able to:
 Determine “Defining Moments” when customers form lasting positive or negative opinions of your organization
 Improve customer interactions to exceed their expectations
 Use principles for outstanding outbound telephone
effectiveness
 Gain credibility by using Call Purpose Outlines
 Customer Acquisition
Identifies and converts prospects who should be doing business with us into customers who are champions for our organization.
 Customer Experience
Creates an environment with customers to maintain a positive long-term relationship. Leverages positive experiences to create customer loyalty and a desire for them to be a champion for our organization.