Effective Telephone Skills for
Better Service
Audience
This program is designed to
all customer-related employees like call centre agents, help desk operators,
customer support staff and everybody who needs to impress the customers on
phone.
Course Objective
By the end of this training
program, each participant will be able to:
• To develop essential customer service skills to meet and exceed customers’
expectations
• To acquire customer service mindset to deal with internal & external
customers
• To project world-class, professional image of the company
• To analyze different behavioral patterns of personalities and how to deal
with them
• To handle complaints and defuse the conflict
• To produce an action plan to develop their own customer service effectiveness
Course Outline
I. Overview
of Customer Care
· Who is a customer?
· What does customer care means in today
competitive world?
· Effective communication skills on phone
· Overcoming communicationþ barriers
· First & last impression
· Customer is a loyalty!
II Essential skills
· Effective customer service mindset
· Active listening Skills ( reading
between the lines)
· Effective Questioning techniques
· Assertiveness behavior
· Developing energetic, positive tone of
voice
III Key telephone skills
· Telephone courtesy
· Using positive language
· Taking & giving information /
messages
· Closing the call
· The importance of follow up
IV
Customer’s behavior
·
Understanding
customer’s viewpoint
·
Managing
customers expectations
·
Different
kinds of customers
·
Personalizing
services
·
Sweep
customers off their shoes!
V Defusing Conflicts
·
The
nature of complaints and its impact on business
·
Dealing
with emotions
·
Overcoming
customer resistance
·
Finding
common ground
·
The
steps to resolve problems
·
Follow
up, follow up, follow up !
VI Customer Care Strategies
·
Mastering
your business
·
Customer
follow-up
·
Continuous
improvement