UK Training Courses & Events

Customer Focused Call-Handling Skills - Open course - Near Swindon

Price: £159 plus VAT

Duration: 1 day

Description

This course is all about improving your telephone communication skills. It will help you sound better, ask the right questions and to really listen. You ll get useful tips on dealing with angry, awkward and demanding customers too. Plus techniques for managing expectations, delivering bad news and for dealing with special requests.

Objectives

Welcome & Introductions.
Workshop activity on Knowledge, Skill & Attitude.
What do we mean by Outstanding Customer Care ?
The importance of urgency & ownership

Why do 1st Impressions count so much.

Call Structure - A map from A -B. Taking ownership - keeping control.

Call steps - (Greeting - finding out - offering a tailored solution - close)
Telephone Image Skills
Words & Phrases - Those to use, those to avoid.
The Voice - Creating rapport by using the 6 Ps that make up the way you sound.
Questioning Skills - Open, Closed, Leading & Directed.
The Funnel Technique
Listening Skills - The 5 Rs that help you to listen better.
Dealing with Difficult Calls

A 10 step formula for handling complaints & angry callers
Tips for delivering bad news

Effective Follow Through

Keeping records - Building trust

Managing expectations

Review Exercise, Action plans & Close

Who should attend?

This call is aimed at front-line call handling staff who regularly deal with customer enquiries. It is also suitable for the managers who lead them and the trainers who train them.

Pre-requisites

none

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