Gain an understanding of the importance of internal and external customers and learn a disciplined and professional approach.
Who should attend?
Anyone within an organisation that has customer contact and needs to learn the subtleties and
importance of customer care and professional telephone techniques.
Course overview
• Why people do business
• Needs versus wants
• Professional image and personal service
• Positive and proactive customer care and the benefits
• Causes of bad service and turning the tables on customer complaints ensuring a positive outcome
• Advantages and disadvantages of using the telephone
• Golden rules of the telephone
• Absence of body language
• Call structure, the best way to transfer a call and when to put callers on hold
• Accurate message taking and dealing with requests positively
• Take responsibility to ensure the caller’s needs are met
• Effective questioning techniques
• The art of listening
• Positive phraseology
• Same words...different meaning
• Solving customers’ problems
Pre-requisites
The aspiration to make all customer contact a memorable experience for the right reasons.
Ensure you are giving the best service, to ensure the customer returns as a result of their positive experience
Duration
1 Full day
Price
Onsite: £850 + VAT per day
Offsite: £995 + VAT per day
Options
Tailored workshops Please ask for full detail.
