telephone customer service skills

Programme Content

• The importance of customer service in organisations today. Recognising the importance of providing customer service excellence to both internal and external customers
• A means of understanding different customer types, their needs and expectations, and how to meet the needs of each one
• The full range of communication skills relative to telephone customer transactions including:
• How to greet customers and develop rapport over the telephone

• Receiving & transferring calls
• Putting calls on hold
• Taking messages
• Taking responsibility to fulfil promise
• Building rapport with customers
• Professional interpersonal communication including:
• Questioning techniques to gain the full picture
• Listening to build confidence & respect
• Communicating positively

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