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Customer Care on the Telephone
Overall Aim:
The ability to build and maintain rapport with customers over the telephone is an essential business skill. The challenge of meeting customer expectations over the telephone requires the ability to perceive customer requirements and respond appropriately.
This course is designed to help participants build and maintain rapport with customers through developing business and effective communication skills. This will help your organisation make a great first impression that endures.
Day One Learning Outcomes:
By the end of the first half day session, participants will be able to:
- Portray to your customer a positive image of your Company by:
- Defining the language we use
- Matching and pacing your customers’ language and concerns
- Establish what it means to build rapport with your customers
- Develop your own questioning and listening skills
- Demonstrate the importance of taking responsibility to achieve customer satisfaction
- Obtain from customers a clear understanding of their expectations
- Produce a personal Stage 1 Action Plan for implementation back in the workplace
Day Two Learning Outcomes:
By the end of the second half day session, participants will be able to:
- Handle challenging callers calmly and confidently
- Demonstrate how to reassure customers that their needs will be satisfied
- Demonstrate how to handle a challenging call through effective role-play pulling together all previously acquired skills and knowledge
- Produce a personal Stage 2 Action Plan for implementation back in the workplace
Duration: Course runs over 2 half days
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