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Click here to preview the course |
| Section 1: Introduction to the Five Forbidden Phrases |
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Nancy Friedman introduces you to the 5 Forbidden Phrases and gives you a preview of "helpful phrases" you can use instead.
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| Section 2: Forbidden Phrase #1 |
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Sometimes customers ask you questions and you don't know the answer. Maybe you're new or you're helping out in a different department. Or maybe it's just a question no one ever asked before.
This section will show you how to handle these situations in ways that make your customers feel that you have helped them.
Length: 25 minutes
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| Section 3: Forbidden Phrase #2 |
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What's the best way to respond when a caller asks for something out of the ordinary?
In this section, you will learn how to turn something negative into something positive.
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| Section 4: Forbidden Phrase #3 |
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Forbidden Phrase #3 is something we all say without thinking, but it can make our customers hostile.
In this section, you will learn another way of saying the same thing that makes customers cooperative.
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| Section 5: Forbidden Phrase #4 |
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Sometimes you have to put a caller on hold. If you use Forbidden Phrase #4, you may turn a frustrating experience for your customers into an irritating one.
In this section, you will learn three things you can do to make being put on hold more agreeable to your customers.
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| Section 6: Forbidden Phrase #5 |
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What should you say when a customer asks for something you don't have or can't do?
In this section you will learn how to handle this situation without using a Forbidden Phrase.
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