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Courses > Business Skills Courses > Delight the Customer - Telephone Service Excellence
 
   
 
Delight the Customer - Telephone Service Excellence
 
Target Audience:  

This course is designed 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.

  
       
 
       
     
  Duration: 1 Day
  Cost: £225 + VAT
     
 
  Course Date Location
  12/04/2012 Liverpool
  04/05/2012 Bradford
  17/07/2012 Liverpool
  02/08/2012 Bradford
  01/10/2012 Liverpool
  05/11/2012 Bradford
     
         

Module One - Introduction

  • 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
 

Module Two - Communication

  • Johari’s Window

  • Barriers to Effective Telephone Communication

  • Rapport Building Techniques

  • Using the Right Words

  • Enunciation, Inflection & Emphasis

  • The Art of Active Listening
 

Module Three - Call Handling

  • The Steps to Handling Calls Successfully

    • Making Positive First & Last Impressions
    • Identifying the Callers Needs
    • Effective Questioning Techniques
    • The Information Funnel
    • Keeping the Caller Informed
 
 
   

Module Four -  Angry & Difficult Callers

  • Why We Lose Control

  • Taking Responsibility to Fix the Problem

  • The Do’s & Don’ts

  • Angry Caller Types

  • Handling Angry & Difficult Caller Types
 

Module Five - Objection Handling 

  • 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