Training program Customer Care Telephone Skills 1

 

Duration:              2 days consecutive

Timing:                 09.00 a.m. - 05.00 p.m.

 

 

Objectives:

After the course participants will be able to:

·          Build rapport on the telephone

·          Communicate effectively through excellent questioning and listening

·          Consult with people effectively on the phone

·          Demonstrate professional telephone skills at all times

·          Deal with difficult customers

·          Handle objections and complaints

·          Give bad news effectively

·          Avoid all telephone communication pitfalls

 

Indicative program:

·          Objectives goals

·          Communication, rapport

·          Listening, summarizing, deeper questioning

·          Telephone skills, advantages and disadvantages of communicating by phone

·          Telephone procedures

§  In- and outbound calls, putting on hold and putting through, taking messages and making appointments for colleagues

·          Exercise “customer service”

·          Am I “phonogenic”

·          Handling complaints, handling objections

·          Ice cream exercise

·          Role-play case from their praxis

·          Dealing with difficult customers

·          Managing expectations

·          Giving “bad news”

·          Knowledge, power and control

·          Telephone pitfalls

§  Listening techniques

§  To propose solutions and actions in a customer friendly way

·          Closing the call, hanging up

·          Barriers to excellent customer service

·          Circle of influence

·          Action plan

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