The document outlines the topics covered in a Telephone Doctor customer service training program, including listening skills, questioning techniques, handling difficult customers, building relationships, and selling skills. It provides an overview of essential telephone and customer service skills training across multiple sessions focused on service quality and customer satisfaction.

1. Telephone Doctor
Customer Service Training
● The Service Mentality
● Listening Skills
● Questioning Techniques
● From Curt to Courteous
● Five Forbidden Phrases
● Six Cardinal Rules of Customer Service

2. Telephone Doctor
Customer Service Training
● Proactive Customer Service
● Essential Telephone Skills
● Seven Keys to a Positive Mental Attitude
● Six Steps to Service Recovery
● Business Friendly Customer Service
● Influencing the Interaction

3. Telephone Doctor
Customer Service Training
● Killer Words of Customer Service
● How to Handle the Irate Customer
● Essential Elements of Internal Customer Service
● That's Just Rude
● Maintaining Customer Relationships

4. Telephone Doctor
Customer Service Training
● Selling Skills
– A-H
– I-Q
– R-Z

5. Telephone Doctor
Customer Service Training
CERTIFICATES