Telephone Communications

Overview:

This course is designed to focus on key aspects of creating long lasting relationships through consistent high levels of customer service, via the telephone. It is a highly interactive day that utilises research and theory and importantly shard experiences of the delegates attending the course. Human nature dictates that we like things to improve no matter how bad things started out, if this improvement happens we become satisfied, happy and even loyal.....

Objectives:

By the end of this course delegates will be able to:

• Understand the case for service excellence
• Appreciate the impact of good and bad customer care
• Describe how to delight customers and exceed individual expectations
• Use key principles to deliver high levels of service
• Explore and improve telephone communication
• Recognise and develop their unique style
• Examine how to handle complaints positively and effectively
• Establish the connection with service excellence and assertiveness

Topics covered:

• Service/Profit Model-the link with service excellence, loyalty and profit
• Examples of good and bad service-behavioural indicators
• Principles of service excellence and first impressions
• 3 rings of customer service-exploring your service
• The uniqueness of telephone communication
• The verbal handshake, controlling the call, call close
• Hot buttons
• Personalising the call-you are unique, use this to build relationships like only you can...
• Quality and standards within your service
• Dealinh with complaints positively and effectively, based on research into human behaviours
• Assertiveness Analysis Diagram

Duration: 1 day
Maximum Places: 12
Group Price: £850

For more information
please contact us on
029 20 491 491

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