Telephone Service Skills
About The Programme
More business is being conducted over the phone these days so your employees have to know how to effectively handle customer enquiries and how to make the right impression that gives them what they're looking for.
We all know that customers are incredibly sensitive about how they're treated. The level and quality of service that you provide directly affects whether or not they continue doing business with you. That's why it’s important for your organization to provide the best customer service experience possible.
Max. 25 person/class
Approx. 2 day(s)
Some of the biggest causes of conflict arise because employees haven’t mastered the basics of phone etiquette.
So that's why in this training program, we're going to provide you with the knowledge and strategies needed to provide an exceptional telephone customer service that makes your customers feel like they're actually being listened to, makes them feel valued and keeps them coming back for more.
Topics Covered in this Programme
The Importance of Listening In Customer Relationships
Open- & Close-Ended Questions: Get the Answers You Want
How to Convey Helpfulness & Professionalism
What's Your Listening Style?
How To Empathize With Customers
Dealing With Difficult Customers
What To Do When You Can't Answer A Query
How To Provide A Warm & Sincere Service
Keeping Your Cool When The Customer Can't
Getting Over Language Barriers
Messages: Leaving & Taking Them