Description of Course

This 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 dont's of communicating by telephone are covered. Essential telephone techniques, including the correct way to handle an incoming call, making an outbound call and leaving professional voice messages are discussed. Delegates are also shown how to handle awkward callers.

Fee includes course materials, use of video and other training equipment as required. Prepared key topic notes for delegates' future reference are provided. The number of delegates attending each course is limited in order to ensure individual participation.

Please click here for more information regarding duration of course

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

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