Customer Care over the Telephone — A 1-Day Course

 Closed In-House Course

Course Synopsis

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 every time.

Anyone who uses the telephone to communicate with internal and external customers will benefit from attending this course.

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

Outline Course Contents

Establish personal objectives for the course

Personal experiences of customer service over the telephone

Definition of outstanding customer service

What makes outstanding service on the telephone?

Personal assessment of your telephone skills

The benefits of providing excellent customer service

The contribution of voice and content to the call

Structuring a call with a customer

The importance of the greeting

Building rapport

Signalling during a call

Matching and representational preferences

Questioning techniques and listening skills

Projecting a positive, take action, attitude

Ways of making your customer feel valued and important

Completion of a personal action plan