On-line training course catalogue
Customer Care over the Telephone
Type of course: Classroom
| Fee | £350 |
|---|---|
| Days | 1 |
| Course code | PDCCOT |
| Location | Aug | Sep | Oct | Nov | Dec | Jan |
|---|---|---|---|---|---|---|
| Altrincham Manchester | |- | |- | |7 | |- | |2 | |- |
| Leeds Yorkshire | |- | |26 | |- | |- | |- | |29 |
| London King William Street | |- | |- | |- | |- | |16 | |- |
Booking: click a course date | View location: click location name | Print this page | Download as Word document |
Overview
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.
Delegates will learn 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
- Establish personal objectives for the course
- Personal experiences of customer service over the telephone
- Portraying a positive image over the telephone
- Personal assessment of your telephone skills
- Meeting the expectations of our customers
- The contribution of voice and content to the call
- Structuring a call with a customer
- The importance of the greeting
- Building rapport
- Handling challenging customers
- 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
Related courses
- Assertiveness skills
- Communicating effectively
- Customer care via e-mail
- Essential skills for the office professional
- Image for impact
Link to this page: http://www.xpertise.co.uk/PDCCOT
Xpertise – Customer Care over the Telephone training courses
Xpertise provides Customer Care over the Telephone training courses from 7 UK locations: in Altrincham Manchester, Hinckley East Midlands, Leeds Yorkshire, London King William Street, Maidenhead Berkshire, Malmesbury Wiltshire and Washington Tyne & Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.