The Service Essentials™ for Telephone Participant's Manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, activities, and action plans. Each participant of the training will need a Participant's Manual to experience the learning process.

Product No: S-150 - $89
Category: Participant's Manual

Set the tone, manage the call, solve the problem and delight customers. Make a winning first impression and maintain positive relationships! Help staff acquire the fundamental skills of providing service on the telephone.

Incorporating the DiSC® personal profile instrument, Service Essentials™ for Telephone helps service providers learn to build strong customer relationships by understanding their own behavior style and adapting to the style needs of their customers while teaching the fundamental skills required to give excellent customer service. Service Essentials™ for Telephone is a half-day program including the following topics.

• Creating a service attitude before answering the phone
• Practicing a customer friendly tone-of-voice
• Managing the call process
• Putting the caller on hold
• Transferring the call
• Taking messages

Service Essentials™ for Telephone Participant Materials includes a Participant's Manual and an Essential Practices Card. The DiSC ® Classic profile, DiSC ® Talk! Key to Dimensions of Behavior, and DiSC® Talk Action Planner are a necessary component of the training and must be purchased separately.

Associated Products:
Service Essentials™ for Telephone Facilitator's Kit

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