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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: £250 + VAT
     
 
  Course Date Location
  26/05/2017 Liverpool
l 05/07/2017 Bradford
  14/08/2017 Liverpool
  16/10/2017 Bradford
  08/11/2017 Liverpool
         

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

  • 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