Maricopa Community Colleges  AMX105   20012-99999 
Official Course Description:   MCCCD Approval:  11/28/00  
AMX105      20012-99999 LEC 0.50 Credit(s) 0.50 Period(s)
Quality Call Techniques
Overview of quality telephone call techniques. Professional telephone image, elements of quality service, and managing difficult customers. Emphasis on providing memorable contacts for the customer and handling situations with the first telephone contact. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
AMX105   20012-99999 Quality Call Techniques
1. Identify the components of a quality telephone call. (I)
2. Identify the characteristics of a professional telephone image. (I)
3. Describe ways to increase customer satisfaction. (I)
4. Identify the three components of opening and closing the call. (II, V)
5. Identify ways to respond to the customer. (III)
6. Define clear communication. (III)
7. List barriers to communication. (III)
8. Describe methods of educating the customer. (III)
9. Explain a dial transfer and hold procedure. (IV)
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MCCCD Official Course Outline:
 
AMX105   20012-99999 Quality Call Techniques
    I. The Quality Telephone Call
        A. Components of the Quality Telephone Call
        B. Professional Telephone Image
          1. Pitch, Volume
          2. Rate
          3. Word Usage
        C. Customer Satisfaction
        D. Important Customer Service Elements
      II. Opening the Call
          A. Identifying the Company
          B. Identifying the Customer
          C. Identifying the Customer's Needs
        III. Quality Service
            A. Responsiveness
              1. Avoiding Assumptions
              2. Using Appropriate Empathy
              3. Active Listening
            B. Clear Communication
            C. Barriers to Communication
              1. Identifying Needs
              2. Supporting the Caller
              3. Obtaining Needed Information
            D. Listening Skills
            E. Questioning Techniques
              1. Open Questions
              2. Closed Questions
            F. Educating the Customer
            G. Negotiating with the Customer
          IV. Phone Operation
              A. Dial Transfer
              B. Hold Procedures
            V. Closing the Call
                A. Summary of Actions, Time Frames
                B. Offering Additional Service
                C. Thanking the Customer
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