Soft Skills - Customer Care

Soft Skills - Customer Care Training

Soft Skills - Customer Care and Telephone Techniques

Course Overview

The telephone is perhaps the most essential of business tools. Every employee who uses the telephone creates an impression. Customers who are handled professionally will call again whist those who feel they have received poor service will turn to your competitors.

Audience:

All employees who use the telephone.

Duration:

This is a 1 day Customer Care and Telephone Techniques Course. The course starts at 09:30 and runs until 16:30. Alternate timings can be arranged upon request. The course can be held on a date that suits you.

Location:

Our Customer Care and Telephone Techniques course can be run at our training venue near Liverpool Street  (London) or any preferred location in the UK or Europe.

Customer Care and Telephone Techniques Course Outline

DEFINING SERVICE EXCELLENCE

What makes service memorable

Achieving excellence

Consequences of good/bad service experience

INCOMING CALLS

First and lasting impressions

Key stages of the call

Achieving seamless service

MANAGING DIFFICULT SITUATIONS

Handling complaints

The angry customer

Saying “no” to the customer

Solutions to customer problems

Assertive, aggressive and submissive behaviour

GREETINGS, PROMPTNESS

COURTESY AND TACT

UNDERSTANDING, HONESTY

PREPARING TO MAKE

TELEPHONE CALLS

Planning and preparation

Telephone personalitiesempathy

Understanding telephone communication

practical advantages and disadvantages

The fourteen important principles of telephone communication

Telephone attitudes

CASE STUDIES

SUCCESSFUL QUESTIONING

TECHNIQUES

Why do we ask questions

Using different types of questions

LISTENING SKILLS

Poor listening habits

Guidelines for more effective listening

OBJECTION HANDLING

Types of objection

Basic model for handling objections

LAST IMPRESSIONS

PERSONAL ACTIONS PLANS

 

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One to One

(which includes a tailor-made training programme for the individual where they can mix and match the topics from various levels to get the most cost-effective training

Group for up to 8 learners
The Course outlines on our website are standard, however, we would be happy to tailor them to your specific requirements. Please call us on 020 3696 2796 or send us a message to discuss further.

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Extras

This is a sample of some of the Short training videos. Please note that you can get access to many more, once you have done a course with us and are registered as one of our delegates.