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Verbal Touch

World-Class Customer Service


Program Overview:

Excellent customer service is more than just a greeting.  World-Class Customer Contact gives you front-line tools to keep customers for life.


Program Objective:

To develop professional telephone skills to increase customer retention and strengthen customer relations.


Who should attend? 

Call contact employees, and other people who have contact with customer through the telephone.


What are the outcomes? 

Greater customer satisfaction

Greater customer loyalty

Greater call control

Greater productivity


Timeframe:  2-days



Principles of customer service

Telephone etiquette

Proactive listening

Call control

Problem resolution

Principles of selling

Positive language

Voice quality


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