Category
Business Skills
Course Type
Personal Development
Price Per Delegate
£345 +VAT
Public Scheduled Course
Price Per Course
£1,295 +VAT
On-Site at Customer Premises, Max 10 Delegates
Duration
1 Day
Full/Part Time
Part Time
Provider
Dates and Locations
Contact us for the latest course dates.
Book courseThis course is intended for individuals dealing with customers over the telephone on a day to day basis. It is appropriate for those looking to develop positive customer service skills and handle complaints and difficult situations over the telephone effectively.
Objectives:
Participants will discover how to improve communication and effectively engage, understand and resolve customer questions, issues and problems using a variety of questioning and listening techniques. They will learn how to deal with complaints and difficult callers, whilst staying in control and providing the best level of service possible.
- How Do We See Customer Service
- The Cost of Good & Bad Customer Service
- The Value of Exceptional Customer Service
- The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback
- The JOHARI Window
- Barriers to Effective Telephone Communication
- Rapport Building Techniques
- Left Brain/Right Brain Theory
- Using the Right Words
- Enunciation, Inflection & Emphasis
- The Art of Active Listening
- The Steps to Handling Calls Successfully
- Preparation
- Making Positive First & Last Impressions
- Identifying the Callers Needs
- Effective Questioning Techniques
- The Information Funnel
- Keeping the Caller Informed
- Follow Up Actions
- Why We Lose Control
- Taking Responsibility to Fix the Problem
- The Do’s & Don’ts
- Angry Caller Types
- Handling Angry & Difficult Caller Types
- Identifying & Exceeding Expectations
- Realistic, Honest Solutions
- Defusing a Crisis
- Turning Dissatisfaction into Satisfaction
- The Triple A Approach
- Acknowledge, Assess, Alternatives
- The “Can-Can” Method
- Acknowledge, Can Do, What to Say Instead of No
- Essential Skills & Etiquette
Enquire about a course
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