Further Details
COURSE OBJECTIVES
Create the right impression of yourself and your company, and present an image of total customer care.
Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
Handle calls in a structured way, project professionalism in words and voice and speak with clarity.
Manage difficult and aggressive customers and resolve problems successfully.
Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.
Close calls by summarising outcomes and agreed actions with the caller and by recording details.
COURSE DESIGNED FOR
All staff who need to communicate in a confident, effeicient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centres and help desks, and those in a team secretary role.
COURSE CONTENT
Creating a Professional Image Over the Telephone ~
Understanding how customers form their impression
First and lasting impressions - getting it right
Handling the key stages of the call - achieving seamless service
Sounding professional and confident
What not to say - avoiding the image-wreckers
Improving Your Telephone Communication Skills ~
Developing your telephone voice
Techniques to aid clear speaking - articulation, assimilation,rate, pace, inflection
Examining the difference between hearing and listening
Supportive techniques to enhance listening skills - showing empathy and clarifying understanding
Examining techniques - being Courteous, Clear, Colourful, Concise, Consistent, Correct and Communicative
Controlling the Telephone Process Confidently ~
Making and taking calls - the do's and don'ts
Being prepared and beginning the call
How to sound confident and helpful - building rapport
Dealing with enquiries - getting the facts and controlling the call
Ending the call
Handling Problems, Upset Callers and Difficult Customers ~
Developing flexibility - handling every call effectively
Handling complaints and demanding customers - maintaining a positive approach
Resolving problems - identifying a process
Dealing with Phone-rage - Handling Anxiety ~
Identifying causes - building your confidence on the telephone
Developing techniques to overcome anxiety
Personal Development - Putting it All Together ~
Integrating attitudes and behaviours for effective techniques
Refining your telephone manner - developing a welcoming style
Formulating a personal action plan
Guide price
£395 1st delegate (£195 for all others from the same organisation) |
