Customer Service-Telephone Techniques
Course Overview
When dealing with customers on the phone, conveying your message professionally is key to ensuring customer satisfaction and getting the result you want. With only our voice to convey the right message we need to understand how important tone and voice is. Knowing what to say but most importantly listening to a customers needs is the key to understanding what they want. We examine the skills and techniques to do this effectively.
Who is it for?
Anyone who is in a role that involves talking to customers on the telephone and who needs to improve their communication skills on the telephone in order to get the right results.
Below is an example of course content that can be included within your training programme.
What we can include:
Creating a professional image on the telephone
Understanding the key stages of the call
How to guide and control a call
Using tone and language to create the right image
Using the right questions to obtain the right information
Listening and acknowledging the customer
Clarifying the customers wishes
Understanding customer expectations
Dealing with dissatisfied customers in a calm and constructive manner
Practical sessions:
You will be given the opportunity to practice skills and techniques throughout the day. Continuous feedback to develop your telephone skills and increase your self awareness will be carried out throughout the course.
Recommended duration – One day
If you would like to enquire about the above course and how it can be adapted to your business, call us on 01233 664842 or email training@shaw2succeed.co.uk