Telephone Service Excellence

ZMNG-378 Telephone Service Excellence (6.5 hours)EANE Logo
Fee: $245


Learning Objectives

  • Review the significance of providing service excellence over the telephone

  • Apply the Five Be Our Guest Standards to telephone interactions with customers

  • Evaluate the PICTURE techniques to ensure Telephone Service Excellence

  • Analyze your telephone voice using case study scenarios

  • Apply magic words and phrases to telephone interactions

  • Understand the Four Moments of Truth to ensure you create telephone "Mastery" moments

  • Learn the Art of Owing the Customer Call (holds, transfers and messages)

  • Treat every caller as the first call of the day

  • Identify special personal actions steps to promote Be Our Guest Telephone Service Excellence


  • Approachability

  • Communication

  • Customer Focus

  • Listening