Delight the Customer - Telephone Service Excellence
SmartStyle
Duration: 1 Day
£225
(Exc VAT per delegate on a public scheduled course)
Detailed information
| Duration: | 1 Day |
|---|---|
| Price: | £225 (Exc VAT per delegate on a public scheduled course) |
| Type: | Training |
| Method: | In a classroom |
| Accreditation: | N/A |
| Prepares for: | 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. |
| Geared towards: | 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. |
| Requirements: | N/A |
| Internship: | N/A |
| Students per class: | 8 |
Do you need further information?
Contact the person in charge , free and at no obligation, for information on how to enroll, enrollment limit/availability and more.
Course program
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
•Using the Right Words
•Enunciation, Inflection & Emphasis
•The Art of Active Listening
Module Three - Call Handling
•The Steps to Handling Calls Successfully
◦Making Positive First & Last Impressions
◦Identifying the Callers Needs
◦Effective Questioning Techniques
◦The Information Funnel
◦Keeping the Caller Informed
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
•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
•Using the Right Words
•Enunciation, Inflection & Emphasis
•The Art of Active Listening
Module Three - Call Handling
•The Steps to Handling Calls Successfully
◦Making Positive First & Last Impressions
◦Identifying the Callers Needs
◦Effective Questioning Techniques
◦The Information Funnel
◦Keeping the Caller Informed
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
Do you need clarification regarding the course program?
Contact the person in charge , free and at no obligation, for information on how to enroll, enrollment limit/availability and more.
Course location
- 2nd Floor Orleans House, Edmund Street - L3 9NGCity and Borough of Liverpool (England)
SmartStyle
Recognised as one of the UK’s leading providers in the field of learning and development, SmartStyle ensure that organisations get the most from their people, their technology and their investment in both.
Delivering bespoke and “off-the-shelf” IT, business skills and professional development training, SmartStyle provide organisations across all sectors, a one stop solution for their learning and development needs, from our centres in Bradford and Liverpool.
Working in partnership with our clients, we identify real needs, aligned with organisational objectives and match innovative learning interventions to those needs - getting the right skills to the right people and delivering maximum return on investment.
Delivering bespoke and “off-the-shelf” IT, business skills and professional development training, SmartStyle provide organisations across all sectors, a one stop solution for their learning and development needs, from our centres in Bradford and Liverpool.
Working in partnership with our clients, we identify real needs, aligned with organisational objectives and match innovative learning interventions to those needs - getting the right skills to the right people and delivering maximum return on investment.