Maricopa Community Colleges  AMX105   19936-20006 
Official Course Description:   MCCCD Approval:  05/25/93  
AMX105      19936-20006 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   19936-20006 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. Identify the types of difficult customers and the techniques used to manage them. (III)
9. Describe methods of educating the customer. (III)
10. Develop a personal "telephone skills action plan", listing strengths and weaknesses and at least one way to improve quality call technique. (III)
11. Explain a dial transfer and hold procedure. (IV)
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MCCCD Official Course Outline:
 
AMX105   19936-20006 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. Identifying and Managing Difficult Customers
              1. Angry
              2. Talkative
              3. Demanding
            G. Educating the Customer
            H. Negotiating with the Customer
            I. Telephone Skills Action Plan
          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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