Course benefits:
Business thrives when the culture is customer oriented. When this culture
and the right skills are focused specifically for use on the telephone
the results are often amazing.
This course examines the role of customer focus and helps people and
organisations to develop in two distinct ways. Firstly by enhancing
the skills of the individual and secondly by promoting and encouraging
a more process oriented environment. This benefits the customer and
the Business.
Who should attend:
Anyone who works in a customer oriented environment and who has a responsibility
to deal with customers in a professional and courteous way on the telephone.
This course is not for badge wearers looking for anecdotes and amusing
stories. This course is about introducing deep-rooted changes in the
attitude of the attendee - and measurable results.
Prerequisites:
There are no prerequisites for this course.
What you will learn:
On successful completion of the course, attendees will be able to:
- Provide a professional, courteous and effective service to customers
- Exhibit a clear understanding of what constitutes good customer
service
- Communicate more effectively Use a proven process for telephone
contact
- Use a system that will build rapport - quickly
- Use a proven process when handling difficult situations
When you implement what you will learn, you will be able to make a
positive contribution to your company as a customer focused organisation.
What you will cover:
- Customer Service - principles of a customer oriented organisation;
what customer service is; the effects of good and bad customer service;
being professional, some simple but effective rules; class voting
on aspects of the work and assessment of current levels of skill;
team exercise on who the customer is and what service they require;
class exercise to define current feelings about the customers and
their perception of the support they receive
- Communication - how we communicate; how to communicate in different
situations; active listening; techniques to build and maintain rapport;
class exercise to describe the skills most needed when answering the
telephone; team exercise to describe the process for handling a call;
techniques to maintain a professional edge on the telephone
- Winning techniques - understanding how to deal with misunderstandings;
taking ownership of problems; keeping the customer informed; choosing
the most appropriate course of action; Understanding the two most
important personality type - and how to be successful with both
- Handling Difficult Situations - understanding why customers complain;
how complaints arise and develop; handling complaints; understanding
why customers are, or appear to be, difficult; influencing and assertiveness;
determining urgency and importance; arriving at a win-win situation;
team exercise to define what it is that makes a situation difficult;
class exercise to employ a process for reducing tension and bringing
together the parties involved
How you will learn:
Multiple exercises and simulations make this a stimulating day where
the problems of handling customers can be explored in a safe environment
for the attendee. Techniques learnt on this course can be measured and
coached for on-going quality control.
Duration and availability:
One day non-residential. In-house only.
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