Customer Service Training

OUR GOAL TODAY: "SET YOU UP FOR SUCCESS!"

Before you start: Take notes with a pen and paper to help you retain information. There will be tests on important information. Feel free to pause throughout as needed, get a coffee, take a stroll. Write down all your questions and email them to your training supervisor / mentor at the end of this training module or discuss them in person. This module should take no more than 1.5 hours. Please reach out to kdeutsch@honorhealthnetwork.com for questions or concerns.
Please select the name of your company:
Please Enter Your Name

First NameLast Name
Please Enter Your Supervisor's Email

FIRST AND FOREMOST, WHY ARE WE DOING THIS TRAINING? I HAVE GREAT PHONE SKILLS AND I'M NICE TO EVERYONE!

Aside from coming in and doing a great job every day, as a group we try to achieve something incredible and create a warm welcoming environment for every client and caregiver.
Before we start - what do you think are the most important 2 things to do when assisting a client or caregiver that calls or visits the office?
When I talk to clients or caregivers it's most important to:
It is also important to always:
It is also important to always:

Defusing Frustration
What is the most important thing to remember when dealing with an angry customer?
We all have occasional bad days or bad calls that we just can't shake off, whether personal or work-related that bring us down and make us feel tired, frustrated, irritated and in no mood to pick up the phone, or worse, to speak to others in an agressive tone.

So what do you do if you find yourself at work having a bad moment?
- Get a cup of your favorite - get up, go out and pick up an ice coffee or cold beverage and take a 5 minute stroll to clear your head and return to a good place.
- Talk to your supervisor / mentor - If you still feel down then go speak to your supervisor about what's frustrating you, vent it out, share your concerns. It may help.
- Tune in to your happy place. Listen to music or a podcast. But make sure it does not distract your coworkers.
- Write it out — clear your mind. Open up a blank Word doc, and do a brain dump of your feelings. It’s venting, but without needing to step out to make the call.
- If none of these work, ask your supervisor if you can leave early and make up the hours the rest of the week.

So how exactly should we be answering the phones???

People perform better and are more confident when they know there is a clear process
When you pick up the phone: Smile, sit up straight.

“(COMPANY NAME) – This is “(FIRST NAME)” how can I help you?”

If you can assist them: “It will be my pleasure to help you with that”

If you cannot assist them: “Can I put you on hold while I see if the right person is available to help you?”

“Ok.”

Call correct person, if they pick up let them know you are transferring a call and what it is about.

If they don’t pick up after 5 rings, open a new email to send to the person who didn’t pick up.

Then speak to the caller: “Thanks for holding, I’m sorry she is currently on the phone, I can have her call you back, how do you spell your name?"

“What is purpose of your call (if not already shared) and is this a good number to call you back on?”

Complete email: In the title of the email: Caregiver name – caregiver phone number - purpose of call

Always end with: “Is there anything else I can help you with today? No – ok well have a great day!”

Putting the training into practice!

So what do I do now?
Firstly take a sticky note and write down some reminders of the new habits you want to form! Then put it somewhere on your desk or the bottom of your screen so you see it every day. Change needs constant reminders, and this is critical to your success.
1. In order to memorize the materials - Practice saying the lines and smile while you do it. When you do pick up the phone, be conscious of every word you are saying.

2. We are all creatures of habit. Once you practice your new upgraded skill set for a couple of weeks it will become natural to you and people will notice and compliment how well you do with this.
So what did you learn today that you are committed to use moving forward:
Should be Empty:

OUR GOAL TODAY: "SET YOU UP FOR SUCCESS!"