Course Description
EFFECTIVE TELEPHONE SKILLS FOR SUPERB CUSTOMER SERVICE
The ability to communicate effectively with customers is a key contributor to customer satisfaction and smooth operations.
This highly practical one-day course is a primary ingredient for implementing successful relationships when using the telephone to liaise with customers, both internal and external.
Customer service telephone skills training allows you to sharpen your interpersonal skills with new and existing customers.
Build meaningful and trusting relationships with your customer from the first minute of contact.
Develop confidence in your ability to respond to every telephone enquiry in a way that achieves desired outcomes both for you and for the person who is calling you.
Learn the skills to deal expertly with difficult and aggressive behaviour on the telephone.
This course will equip you with expert telephone techniques and help you to respond positively rather than react to each call.
The approach is highly interactive and participative with extensive use made of case studies and role-plays.
On completion of this course you will:
- Understand your own preferred communication style
- Identify the advantages and potential blind spots to your preferred communication style
- Develop a telephone manner that is professional and effective
- Speak with confidence, clarity and authority
- Determine the needs of your customers and how to address them
- Learn how to deal uniquely with each call to ensure effective communication
- Understand the importance of returning calls and following up in a satisfactory manner
- Learn how to respond assertively when dealing with aggressive customers on the telephone
- Learn how to confidently manage your customer’s expectations
- Implement a strategy to follow up with customers when you say you will
- Know how to make a positive impression every time
- Understand how to build relationships on the phone
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Know how to apply your learnings practically in the future
Who should attend?
- People who deal directly with customers, internal or external, on the phone or face-to-face, and who are new to the role
- People who have been in a customer service role for a time and want to refresh their skills
- Customer services team leaders and supervisors who want to coach their team members to be more effective
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Testimonials
I enjoyed learning about different types of customers....I would definitely recommend this course as I have been to other courses and I have learnt more today than in all of them combined....
BarnardosThe course exceeded my expectations because I learnt a lot more than I expected and I will be able to put that into practical use as the exercise will help me to retain what I have learnt. I enjoyed learning about different types of customers and how to deal with them, the discussion on our own body language and the positive, negative, positive sandwich was very helpful. I would definitely recommend this course as I have been to other courses and I have learnt more today than in all of them combined.. The practical exercise really helped, brilliant trainer. Thank you for your time and what I have learnt today because everything was really helpful and the exercises will help me remember the techniques. Barnardos
This is an excellent course. I now realise how important it is to be more positive on the phone and to be more aware of the other person’s needs....
AnonymousThis is an excellent course. I now realise how important it is to be more positive on the phone and to be more aware of the other person’s needs. I particularly enjoyed dealing with difficult customers, learning to be more positive and to deal with all situations in a more professional way.
Very worthwhile course – we were taken through the various telephone techniques and processes to ensure good communication with clients..we learnt how to.. resolve difficulties
AnonymousVery worthwhile course – we were taken through the various telephone techniques and processes to ensure good communication with clients. Dealing with difficult or aggressive clients – we learnt how to defuse and resolve difficulties.
Most impact for me? Respond rather than react. I’ve now learnt to deal with all aspects – complaints, enquiries etc. I will now be a lot more comfortable and in control on the phone.
AnonymousMost impact for me? Respond rather than react. I’ve now learnt to deal with all aspects – complaints, enquiries etc. I will now be a lot more comfortable and in control on the phone. I will be more interested and will listen more effectively.
I wanted to learn how to keep customers interested from a marketing point of view and I think the Fed, Found, Feel model addresses this problem very well.
AnonymousI wanted to learn how to keep customers interested from a marketing point of view and I think the Fed, Found, Feel model addresses this problem very well.
My main aim was to improve how to identify my customer’s needs. My focus now is to communicate clearly and to be assertive and respond to clients...
AnonymousExcellent course. My main aim was to improve how to identify my customer’s needs. My focus now is to communicate clearly and to be assertive and respond to clients. I enjoyed the VAK and the 5 approaches to an assertive call.
The course made me realise we are all customers. Treat people like you want to be treated. Complaints big or small are all important.
AnonymousThe course made me realise we are all customers. Treat people like you want to be treated. Complaints big or small are all important. Excellent – the trainer got everyone on the course to interact thus everyone listened to other situations as well as their own.
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