Public Course Calendar | Telephone Customer Service (1 day)

Course Duration: One Day

Aim: The Telephone Customer Service course is designed for all people who interact with customers regularly by telephone.

Prerequisites: There are no prerequisites for this course

Outline:
Telephone Fundamentals
• Understand why customers have the view of your company they have and change that for the better
• Understand and start using true telephone etiquette that will make you stand out as a professional
• Understand why companies lose customers

Building Rapport
• Understand the importance of selling ourselves before we can begin to sell our product or service
• Understand what rapport is and how to build it quickly
• Know how to process information in order to improve our communication skills

Attitude
• Know the difference between a positive and a negative attitude
• Know how to take control of your life through a positive attitude
• Understand a formula for change
• Know why it is a positive attitude will make you more successful
• Understand why your work success is related to your attitude

Effects of our Language
• Know the difference between submissive, assertive and aggressive language
• Know how your language can control a call
• Understand the impact of positive language

Capture Your Listener
• Know the importance of speaking well
• Know how to control a call by speech
• Know all the elements that make up your voice

Questioning Skills
• Understand the different types of questions available and how they control responses
• Understand who so much business is lost or missed due to poor questioning techniques
• Understand how to control a call using effective questioning skills

Listening Skills
• Know the difference types of listening skills used and when to use them more effectively
• Understand the importance of listening
• Know how listening will effect your results when used correctly

Customer Service
• Understand the importance of customer service
• The role of customer service within your company
• The effects of bad customer service


Times: 8.30am – 5.00pm
Cost: Includes all meals, certificate and workbook

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