Telephone Doctor® is a registered trademark of Telephone Doctor, Inc. The Goal of the Course: Proactive Customer Service Service providers are often encouraged to provide proactive customer service. Many times these instructions neglect to equip the service providers with the tools necessary to provide this level of service. The goal of this course is to equip service providers with the tips, tools and techniques necessary to provide proactive service to your organization’s customers. Objectives: Participants who successfully complete this course will have met these objectives by demonstrating through written, verbal and/or role-playing exercises the ability to: identify the characteristics of passive, average, and proactive customer service. list six key techniques used to be proactive with customers by telephone or in person. recognize the value of rapport building and identify rapport building opportunities, and use “soft questions” to offer additional products and services.
Before You Begin: Tips For Trainers (cont.) ■ Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.). ■ Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide. Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives. Involve The Participants ■ The corresponding Participant Workbook provides a Before-and-After Skill Inventory. The Before-and-After Skill Inventory has a dual purpose. It can be used as a pre-test/post-test exercise or as a buy-in activity. Using this inventory sets the stage for immediate involvement. ■ Choose the segments of the media that best meets your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.). ■ When using Telephone Doctor® Participant Workbooks, there are a variety of ways to complete the questions. 1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page. 2. Prior to class, instructor selects most pertinent questions to be completed during class. 3. Assign homework to participants to complete remaining questions. ■ Verify participant understanding by asking questions. Make them do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take. ■ Encourage involvement of the participants, by beginning questions with phrases such as: “What did you think about that?” “Tell me what you just saw.” “That was interesting, what was your take on it?” “What were your initial impressions?” “How did that scene make you feel?”
Before You Begin: Tips For Trainers (cont.) ■ Reduce participant’s apprehension by positively reinforcing their comments with statements such as: “That’s interesting; tell me more about what you mean.” “I hadn’t considered that angle yet.” “Okay, thanks for sharing that with us.” “That’ll be one of the things we need to consider.” “I really like your insight.” “That’s sure a unique perspective. Who else has some ideas?” ■ Reward participants for their enthusiastic participation. Prizes are always coveted and Telephone Doctor has many fun promotional items available for purchase.