Categories: Customer Service ,  Telephone Skills & Telesales

Telephone Skills And Customer Service.

About the Course:
This workshop is designed for people who use the telephone for their day-to day interaction with customers, suppliers or work colleagues. Focusing on handling in-bound calls, delegates will gain an understanding of important telephone techniques along with the key principles of customer service.

Programme Contents:
- Why is Customer Service Important?
- Who are our Customers?
- Understanding the needs of callers
- Customer care standards
- Communicating by Telephone
- Points of Difference Telephone v Face to Face Communication
- The Golden Rules
- Using Your Voice Well
- Questioning to Gather Information
- Adopting Effective Listening Habits
- Telephone Techniques
- Answering Inbound Calls
- Re-Routing Calls
- Making Outbound Calls
- Leaving Professional Voice Messages
- Handling Awkward Callers
- Showing Empathy and Understanding
- Handling Irate Customers
- Dealing with Complaints
- Instant Role Play
- Your Action Plans

Who Will Benefit From This Course?
Anyone who answers the telephone and needs to improve their call handling techniques and understanding of the key principals of customer service.

Description of the Course:
This one-day workshop starts by identifying the importance of customer service, the needs and expectations of callers and the 7 service standards for great customer service. The do's and don's of communicating by telephone are covered. Essential telephone techniques, including the correct way to handle an incoming, making an outbound call and leaving professional voice messages are discussed. Delegates are also shown how to handle awkward callers.

Course Objectives:
- Delegates will learn the key skills of good customer handling.
- They will understand how each individual contributes to the company image.
- The special techniques necessary to be effective on the telephone will be demonstrated and practised.

What You Will Gain:
You will gain increased confidence in dealing with all types of caller and be able to create a good impression of yourself and your company.