Telephone Skills And Customer Service

Turning good morning into good business

1 Day - Non Residential

This 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.

You will get from this course:

• 1. Knowledge of how to apply the 7 principles of good customer care to your telephone communications
• 2. A review of the special techniques necessary to be effective on the telephone
  3. Tips and advice on handling difficult callers
  4. Increased confidence and professionalism when answering the telephone
  5. A Course Certificate
• 6. CD of up to date self-development and reference materials to reinforce your learning
• 7. On going support via e-train, Spearhead’s scheduled e-communications of additional tips and advice to sustain your motivation and support your personal development when you are back at work
• 8. Access to the Spearhead telephone Help-line so you can get individual post-course support from your tutor when you want it

“The course was really good – learnt lots”

No other telephone skills course gives you more…

Delegate spaces available on the following course dates:

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.

 

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 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'ts of communicating by telephone are covered. Essential telephone techniques, including the correct way to handle an incoming call, making an outbound call and leaving professional voice messages are discussed. Delegates are also shown how to handle awkward callers.