Course not currently available
Telephone Customer Service
Course
Inhouse
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Adkins Matchett & Toy
Short course InhousePrice on request -
Courses For Success
Course OnlinePrice on request -
City College Norwich
Course OnlinePrice on request -
Easton Otley College
NVQ Distance LearningPrice on request -
BEST Computer Training
NVQ OnlinePrice on request -
South Worcestershire College
Course OnlinePrice on request -
The Chartered Institute of Logistics and Transport in the UK
Vocational qualification Distance Learning£ 3001-4000
See all
Description
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Type
Workshop
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Level
Beginner
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Methodology
Inhouse
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Duration
Flexible
With every interaction, Customer Service teams have the opportunity to enhance your brand and deliver a fantastic customer experience.
Our Customer Service experts help teams develop the skills and processes to respond effectively to solve customer enquiries, whilst enhancing the overall customer experience.
Delegates explore how to build rapport with customers, understand their needs and priorities, deliver a solution and resolve their query.
About this course
Your programme will be designed to meet your specific needs and achieve your desired outcomes. Typically, our Customer Service programmes provide contact centre teams with:
- A stronger belief in the importance of their role, greater self-belief and greater resilience for taking customer calls.
- Techniques for opening the call and gaining buy-in for their approach.
- A proven structure for understanding the customer's situation and helping the customer achieve their desired outcome.
- Techniques for questioning, listening, influencing and objection handling.
- An approach that delivers a first class customer experience that helps your team delight customers and deliver on your brand promise.
Call and contact centre teams
Customer Service teams in regulated industries
Teams caring for vulnerable customers
Customer Retention, Complaints and Resolutions teams
Support & Booking teams
Each Bigrock course is designed to meet our client’s particular needs and desired outcomes. We can tailor existing content or design a new programme to meet your specific requirements.
A representative from Bigrock will contact you to discuss your requirements, and answer any questions you may have.
Reviews
Subjects
- Telephone Customer Service
- Bespoke
- In-house
- Telephony
- Listening
- Questioning
- Describing
- Communication
- Voice
- Customer Service
- Customer support
Teachers and trainers (1)
Expert Bigrock Facilitator
Bugrock Consultant
Course programme
Belief
Developing the right Mindset:
- Belief in the role – the importance of customer service to overall business success
- Belief in yourselves – developing confidence and capability
- Belief in the difference you can make to customers and colleagues
- Maintaining the right mindset after difficult conversations
Style
Optimising Communication Style:
- Empathy & Tone
- Questioning Skills
- Listening Skills
- Influencing Skills
- Objection Handling
Substance
A consistent conversational structure:
- Engage – build rapport, explain your role and gain customer buy-in.
- Understand – understand the reason for their call, their needs and their greatest priority
- Explain & Resolve – explain your solution, execute it and resolve the customer’s problem.
Telephone Customer Service
-
Adkins Matchett & Toy
Short course InhousePrice on request -
Courses For Success
Course OnlinePrice on request -
City College Norwich
Course OnlinePrice on request -
Easton Otley College
NVQ Distance LearningPrice on request -
BEST Computer Training
NVQ OnlinePrice on request -
South Worcestershire College
Course OnlinePrice on request -
The Chartered Institute of Logistics and Transport in the UK
Vocational qualification Distance Learning£ 3001-4000
See all