Telephone Skills And Customer Service

Telephone Skills And Customer Service
Turning good morning into good business

This customer service training workshop is designed for people who use the telephone for their day-to day interaction with customers, suppliers or work colleagues. Focusing on handling in-bound calls, delegates will gain an understanding of important telephone techniques along with the key principles of customer service.

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

Description of Course

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

Make an in company enquiry

1 Day - Non Residential
Additional Course Information

Delegate spaces available on the following course dates:

Date: 30th July, 2008
Venue: Tower 42, London
Brochure Price: £495.00
Online Price: £495.00 (Places Available)

Date: 10th September, 2008
Venue: Spearhead Regional Training Centre, Chipping Norton
Brochure Price: £475.00
Online Price: £475.00 (Places Available)

Date: 27th October, 2008
Venue: Tower 42, London
Brochure Price: £495.00
Online Price: £495.00 (Places Available)

Date: 16th December, 2008
Venue: Spearhead Regional Training Centre, Chipping Norton
Brochure Price: £475.00
Online Price: £475.00 (Places Available)

Fee includes course materials, use of video and other training equipment as required. Lunch and light refreshments are also included. 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.

If overnight accommodation is required we often have special arrangements with local hotels.

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