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Customer Care over the Telephone

GB Direct

Course Description

Synopsis Do you need to be able to build and maintain a rapport with your customers over the telephone? Do you want to be confident that you're understanding their requirements and responding appropriately? This course is designed to help you build and maintain rapport with customers through developing business and effective communication skills. This will help your organisation make a great first impression every time. You will benefit from this course if you use the telephone to communicate with internal and external customers. Course Objectives On completion of this training course, delegates will have learned how to: Portray to your customer a positive image of your company Demonstrate the importance of taking responsibility to achieve customer satisfaction Obtain from customers a clear understanding of their expectations Handle challenging callers calmly and confidently Demonstrate how you will reassure customers that their needs will be satisfied Course Contents Establish personal objectives for the coursePersonal experiences of customer service over the telephoneDefinition of outstanding customer serviceWhat makes outstanding service on the telephone?Personal assessment of your telephone skillsThe benefits of providing excellent customer serviceThe contribution of voice and content to the callStructuring a call with a customerThe importance of the greetingBuilding rapportSignalling during a callMatching and representational preferencesQuestioning techniques and listening skillsProjecting a positive, take action, attitudeWays of making your customer feel valued and importantCompletion of a personal action plan

Synopsis Do you need to be able to build and maintain a rapport with your customers over the telephone? Do you want to be confident that you're understanding their requirements and responding appropriately? This course is designed to help you build and maintain rapport with customers through developing business and effective communication skills. This will help your organisation make a great...

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