Customer Focus on the Telephone (Half Day)

‍Course Code: CUSTSKIL

Duration: Half Day

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COURSE AIMS:

You never get a second chance to make a first impression!

Your first ever contact with a customer will probably be over the phone. They will be forming an opinion of you from that moment - and that first impression can either have them keen to learn more about your products or services - or have them going elsewhere. Taking a professional approach to customer service on the telephone is therefore essential for retaining and developing business.

COURSE PRE-REQUISITES:

This short programme is for you if your role involves telephone communication with customers, whether they are internal (colleagues and staff) or external (clients and the general public). You will learn to develop your telephone skills so that the image you portray reflects the professionalism of your organisation.

COURSE OBJECTIVES:

On completion of this course delegates will be able to:

• Explore the meaning and importance of 'customer care'
• Communicate more effectively by telephone
• Demonstrate the ability to control and close the call using established techniques
• Appreciate the effect of the voice and the impression that it can give
• Understand the impact that each of us has on the customer and the business
• Use a range of simple and reliable techniques for managing challenging situations

COURSE CONTENT:

Introduction and Objectives

Managing Customer Expectations

• Who are our customers?
• What do customers expect from us?
• How customer perceptions are formed
• What is the true value of giving customer care?

Effective Communication on the Telephone

• First impressions
• Communicating your message effectively

Relationship Building

• Building rapport
• Changing attitudes and perceptions

Planning Telephone Calls

• Structuring the call
• Direction and goals
• Maintaining control

Handling Difficult Situations

• Being assertive with your customers
• Handling difficult situations with customers

Action planning

Review of Programme

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