Category

Business Skills

Course type

Personal Development

Cost per individual

£250
Public course

Cost per course

£995
Client site, max 10 individuals

Duration

1 Day

Full/Part time

Part Time

Provider

ITS SmartStyle Training

Dates and Locations

Contact us for the latest course dates.

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This course is intended 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.

Download Outline (PDF)

 

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
  • The JOHARI Window
  • Barriers to Effective Telephone Communication
  • Rapport Building Techniques
  • Left Brain/Right Brain Theory
  • Using the Right Words
  • Enunciation, Inflection & Emphasis
  • The Art of Active Listening
Module Three - Call Handling
  • The Steps to Handling Calls Successfully
    • Preparation
    • Making Positive First & Last Impressions
    • Identifying the Callers Needs
    • Effective Questioning Techniques
    • The Information Funnel
    • Keeping the Caller Informed
    • Follow Up Actions
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
  • Essential Skills & Etiquette

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