Customer Care on the Telephone

CUSTOMER CARE ON THE TELEPHONE

SAVE £100 ON THIS COURSE

BD CS CR LM PD

Duration: 1 day. Investment and dates are at the foot of the page.

Useful for: Anyone that deals with customers on the phone. It is very useful for call centre employees. But it has many applications in the rest of a business and may be used in many different customer service situations.

What it covers: Customer care is a vital aspects of all businesses – it’s about defining what they really want, (often they are not sure themselves), and reacting positively to their needs.

• Customer service in business
• Understanding customer needs
• How we view things
• Being assertive
• Three Key Communication Skills:
  1. Rapport
  2. Active Listening
  3. Effective Questioning
• Voice and language
• Words and Recognition
• Different types of customer
• Meeting customer needs
• Not another complaint
• A ‘Pig of a Complaint’ – (A fun exercise)

Advantages gained: At the end of this course participants will be able to:

• Explain the importance of being customer-centred
• Define their customers’ perceptions and how that affects their relationship
• Follow the five steps to assertiveness over the phone
• Build rapport with their customers and maintain it
• Demonstrate active listening with their customers
• Use four types of questioning to determine customer needs
• Reframe negative statements into positives
• Analyse and adapt their behaviour when dealing with customers
• Explain why complaints occur and identify methods of dealing with them

Qualifications:

Cressingham Training Certificate : Custermer Care on the Telephone

ICM Certificate: Optional qualification (£15)

Materials provided: Course workbook and other materials.

Please bring your own notepad and writing equipment. 

Intake: Maximum 12

Dates: 2012: June 7

Course times: 10.00am – 5.00pm.

Breaks and Lunch at suitable times.

Your Investment : £295  £195

Payment to be complete before the course is attended.