Customer Service & Dealing with Aggression on the Phone

IT Training Solutions Limited

Course

Inhouse

Price on request

The best Telephone Skills courses

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Description

  • Type

    Course

  • Methodology

    Inhouse

Bespoke course (a course written to your specific needs) at your company office throughout the UK, at our training venue or at an independent location, convenient to you Private course at your company office throughout the UK, at our training room or at an independent location, convenient to you Whats Included Comprehensive colour course manual and exercises.

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Course programme

Training Options
  • Bespoke course (a course written to your specific needs) at your company office throughout the UK, at our training venue or at an independent location, convenient to you
  • Private course at your company office throughout the UK, at our training room or at an independent location, convenient to you
Whats Included
  • Comprehensive colour course manual and exercises
  • Lunch (When at our training venue)
  • Refreshments (When at our training venue)
  • Relaxed refreshment area at our training room
Course Content
Introduction
  • The need for customer care over the phone
  • What is excellent customer care?
  • Who are our customers?
  • What's in it for you?
Projecting a Professional and Competent Image
  • Communicating effectively in all situations
  • Verbal communication
  • What - no non-verbal communication?
Understanding Different Personalities
  • What is your personal style? - a self assessment
  • Recognising other's styles over the phone
  • Communicating with other styles
Understanding Customer Needs
  • Effective listening
  • Questioning techniques and probing
  • Summarising the conversation
Handling Complaints
  • We need complaints
  • Ownership of complaints and problems
  • Working with your customers, not against them
  • Simple methods of dealing with complaints
Customers Expectations
  • Their needs, personalities and predispositions
  • Their personal situations
  • The circumstances
Causes of aggression
  • What makes people difficult?
  • What makes people aggressive?
How to deal with your own anger and emotions
  • Our emotion triggers
  • Blowing off steam without venting it on people
  • Understanding what's really bugging you
  • Experiencing your feelings without acting them out
  • Expressing yourself without accusation, sarcasm or hostility
Listening to your customers
  • Paradigm shifts
  • The principles of listening
  • Barriers to listening
Echoing the issue
  • Echoing the issue, not the emotion
  • Controlling the tone of your voice
  • Don't become defensive
Sympathising and thanking your customer
Evaluating your options
  • The win/win approach
  • Probign for options
  • Maintaining control
  • It's not what you say
  • Don't make them feel stupid
  • Keeping the end in sight
Responding to the situation
  • Responding instantly
  • Owning up when appropriate
  • Following up
The really unreasonable customer
  • Recognising the type and how to deal with them:
  • The time vampires, the sexual harasser, the bully, the foul mouth, etc

See related categories

Customer Service & Dealing with Aggression on the Phone

Price on request

The best Telephone Skills courses

See all

See all