Effective Telephone Skills for Better Service

Effective Telephone Skills for Better Service

OBJECTIVES:

By the end of this training program, each participant will be able to:

1. To develop essential customer service skills to meet and exceed customers’ expectations
2. To acquire customer service mindset to deal with internal & external customers
3.  To project world-class, professional image of the company
4. To analyze different behavioral patterns of personalities and how to deal with them
5. To handle complaints and defuse the conflict
6. To produce an action plan to develop their own customer service effectiveness

Course Outline:

Overview of Customer Care:

• Who is a customer?
• What does customer care means in today competitive world?
• Effective communication skills on phone
• Overcoming communicationþ barriers
• First & last impression
• Customer is a loyalty!

Essential skills:

• Effective customer service mindset
• Active listening Skills ( reading between the lines)
• Effective Questioning techniques
• Assertiveness behavior
• Developing energetic, positive tone of voice

Key telephone skills:

• Telephone courtesy
• Using positive language
• Taking & giving information / messages
• Closing the call
• The importance of follow up

Customer’s behavior:

• Understanding customer’s viewpoint
• Managing customers expectations
• Different kinds of customers
• Personalizing services
• Sweep customers off their shoes!

Defusing Conflicts:

• The nature of complaints and its impact on business
• Dealing with emotions
• Overcoming customer resistance
• Finding common ground
• The steps to resolve problems
• Follow up, follow up, follow up !

Customer Care Strategies:

• Mastering your business
• Customer follow-up
• Continuous improvement

WHO SHOULD ATTEND?

This program is designed to all customer-related employees like call centre agents, help desk operators, customer support staff and everybody who needs to impress the customers on phone.