customer service - telephone skills

Get in touch to design your in-company programme, which can include:

The Role of Customer Service

• The importance of the role in the context of the client organisation
• Recognition of the status of the workgroup and the value of their role within the company
• The importance of customer service in organisations today
• Recognising the importance of providing customer service to internal and external customers
• Different customer types, their needs and expectations, and how to meet the needs of each one (including internal customers)

Telephone Skills

• It’s a matter of attitude
• How to greet customers and develop rapport over the telephone:
• Transferring calls
• Receiving transferred calls
• Putting calls on hold
• Taking messages
• Making promises and owning completion of them
• Building rapport with customers

Telephone Communication

• Your telephone ‘image’ - the use of voice, words and inflexion
• Questioning to get the full picture
• Listening to build confidence and respect
• Giving precise and accurate information
• Communicating positively
• Confirming detail and summarising
  

Managing Difficult Behaviours

• Identifying behaviours
• Recognising behavioural triggers
• Dealing with aggressive behaviours
• Adopting an assertive style and approach
• Keeping a positive approach
  

Role-Play

• Practical role-play scenarios relevant to the organisation using the phone-coach training system

...contact us to find out more