Last Call (Digital Download)

$29.95

Frustrated by poor telephone customer service, comedian Ross Shafer enrolls in some intense training from a professional telephone answering center; thinking “how hard could it be?” After his training, feeling inspired and confident, Ross then convinces the owner of a mail order company to let him “telephone train” one of their warehousemen, Mike, during their lunch hour.

Reluctantly, the owner agrees. But before Mike gets the hang of it, he stumbles through a series of funny foul-ups and faux pas-proving that great telephone customer service takes great skill.

Together Ross and Mike experience the ten crucial do’s and don’t of Basic Telephone Courtesy, the five essential elements for Taking Phone Orders and Greeting Sales, and a surefire three step formula for Handling Angry Customers.

Length: 22 minutes

Category:

Description

Basic Telephone Courtesy:

  • Four things you can do in the first twenty seconds that will automatically protect a professional image for your organization.
  • Effective message taking requires a pre-set message “kit” you already possess.
  • How to keep from putting people on “perma-hold”
  • How to handle transfers so that customers get the answers they want.
  • Four telephone “customer killers” you must avoid.

Order Taking and Telephone Selling:

  • Recording accurate information and confirming details is only the beginning.
  • How to create trust and rapport over the phone.
  • How to ask questions to determine customer needs.
  • How to justify a higher price with benefits.
  • How to explore other sales opportunities.

Dealing with Angry Customers:

  • Step one: Show empathy. When emotions are high, get the customer to let off steam while you listen. But, don’t tolerate vulgarity.
  • Step two: Get the facts. Facts determine the solutions.
  • Step three: Apologize. Agree on a solution and repair the situation immediately. If you can, do something extra for the customer.