Customer Service Skills Workshop: Creating Polished Professionals

International Foundation of Employee Benefit Plans

What are the topics?

International Foundation of Employee Benefit Plans

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Read more about Marketing

Marketing courses will plunge you into the vast field of marketing. In these courses, you will learn a variety of topics that cover each stage of runn...

Who should attend

This program is designed for all those in the US and Canada who are on the frontlines of communicating with plan participants, customers, or vendors.

About the course

The pandemic has changed how—and for many, where—we are performing our work. With so much of our communication occurring over the phone and online, customer service skills have never been more important. Register today to attend this workshop to hone your customer service skills for this new world we live in. Learn about vocal qualities, call framework and strategies that polished professionals use every day to deliver exceptional customer service. This workshop will help you and your team:

  • Raise service excellence to callers by improving skills
  • Outline performance expectations of call center staff members and those who use phones extensively in their work
  • Brand the fund you represent and support great customer/client experiences.

Training Outline

Vocal Qualities and Using Your Voice as a Communication Tool

  • Tone
  • Inflection
  • Emphasis
  • Pitch
  • Enunciation
  • Volume
  • Rate
  • Exercises in Speaking Rates and Voice Analysis

Call Frameworks to Build a Solid Foundation for Success in Each Call

  • Greeting
  • Building Rapport
  • Listening
  • Asking Questions
  • Providing Information
  • Closings
  • Exercises and Role Plays

Signature Strategies for Polished Professionals

  • Holding and Resuming
  • Courtesy
  • Words to Avoid
  • Things to Use Because People Love Them
  • Dealing with Difficult Callers
  • Five Forbidden Phrases
  • Stopping the Dumb Stuff
  • Role Plays

Question and Answers

Experts

Moira Kelly

Education: Master’s Degree in Dispute Resolution and a Bachelor of Arts degree, Marquette University; Master of Science (Management), Cardinal Stritch University Current Position: Private practice, KELLY CONSULTING LLC, a consulting firm that specializes in workplace dispute resolution, organizat...

Customer Service Skills Workshop: Creating Polished Professionals at International Foundation of Employee Benefit Plans

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Read more about Marketing

During Marketing courses, you will learn how to develop a business idea and create the right website to promote your product. You will gain the skills to analyze your business performance and make key decisions that improve the efficiency of your bus...

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.