Telephone Skills And Customer Service

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Description

Great training by our own quality tutors to improve performance...

Turning good morning into good business1 Day - On Request

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.

"The course was really good – learnt lots"

No other telephone skills course gives you more…

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 c…

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Frequently asked questions

There are no frequently asked questions yet. Send an Email to info@springest.co.uk

Great training by our own quality tutors to improve performance...

Turning good morning into good business1 Day - On Request

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.

"The course was really good – learnt lots"

No other telephone skills course gives you more…

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.

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

What 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

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There are no frequently asked questions yet. Send an Email to info@springest.co.uk