Telephone Skills and Customer Care – 1 day course
July 28 at 9:30 am - 5:30 pm£295
If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently. Total Success run a one-day Telephone Skills and Customer Care course for those wishing to learn telephone etiquette and handling customers on the telephone.
- Projecting a professional image, building rapport, voice presentation skills.
- Customer service essentials
- Understanding the power of the phone and how to use it to influence
- Call planning and follow up
- Active listening techniques, hearing the whole picture.
- Questioning and summarising skills
- How to direct calls and not leave the customer hanging on
- Putting your customers at ease
- Time management on the telephone
- Handling complaints and angry customers
- Managing different customer behaviour
- Recovery strategies and how to turn a complaint into a happy customer
- The power of a good attitude