Course suitable for:
This programme is for you if your role involves telephone communication with customers, whether they are internal (colleagues and staff) or external (clients and the general public). You will learn to develop your telephone skills so that the image you portray reflects the professionalism of your organisation. This programme will also emphasise the role that each of us plays in creating excellent customer relations within our own organisations.
Course objectives:
On completion of this programme you will be able to:
-Explore the meaning and importance of 'customer care'
-Communicate more effectively by telephone
-Demonstrate the ability to control and close the call by the use of established techniques
-Appreciate the effect of the voice and the impression that it can give
-Understand the impact that each of us has on the customer and the business
-Explore the meaning and importance of "customer care"
-Consider the limitations and effectiveness of telephone communication
-Recognise your role in managing customer expectations and taking ownership
-Use a range of simple and reliable techniques for managing challenging situations
-Consider methods of expressing yourself positively and communicating with confidence
-Appreciate the impact of language - verbal and non-verbal - and how to use it effectively
Course content:
Managing customer expectations
-Who are our customers?
-What do customers expect from us?
-How customer perceptions are formed
-What is the true value of giving customer care?
Effective communication on the telephone
-First impressions
-Communicating your message effectively
-Effective communication tools
Relationship building
-Building long-term relationships with customers
-Building rapport
-Changing attitudes and perceptions Planning telephone calls
-Maximising your time
-Structuring the call
-Direction and goals
-Maintaining control
-Making outgoing calls
Handling difficult situations
-Being assertive with your customers
-Handling difficult situations with customers
Developing a personal action plan
Review of Programme
Other Recommended Programmes
-Effective Communication
-The Power of Influence
-Assertiveness
-Achieving Excellence in Customer Care
-Managing your Customer Service Strategy
