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Telephone Skills And Customer Care

[/vc_column_text][vc_empty_space height=”40px”][vc_single_image image=”386″ img_size=”full”][vc_empty_space height=”40px”][vc_column_text]• Focusing on the Acquisition competencies not just knowledge and skills.

• Using new types of practices in the training venue(practice training, and learning with peers and role-playing, simulation, etc.)

• The use of programmed training games.

• International certificates accredited by international institutions.

• The attractive and enjoyable training environment.[/vc_column_text][vc_empty_space height=”30px”][vc_column_text]

Course Objectives

• Learn the difference of phone customer service and phone customer care
• Learn the difference between ordinary and extraordinary phone customer care.
• Learn how to provide effective client service over the phone
• Learn how to improve your telephone skills.
• Learn how to win and keep customers through mastering a great telephone manners.
• Project a professional image over the phone
• Master a professional, effective & reassuring telephone voice
• Gain client’s trust using proven communication techniques
• Learn to question effectively over the phone
• Master proven techniques to manage irate customers professionally
• Learn tips for handling a busy reception
• Phrase more effectively for positive and clearer communication

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Program Content

• Defining the concept of customer service and customer care.
• Clarifying the difference between phone customer service and phone customer care.
• Mastering the difference between ordinary customer care and extraordinary customer care.
• Mastering superior telephone skills that creates win –win strategy.
• Learn the roles of phone calls etiquettes.
• Clarifying our Purpose – Our Team Purpose, our Callers, our purpose with our Callers.
• The importance of every Telephone Interaction – the importance to the caller and to our organization
• Understanding our Callers – seeing the world through their eyes. What do they expect of us?
• Our Goals on each Telephone Call – Meeting & exceeding expectations; Achieving the task & leaving a positive impression
• Beginning the call – Positive first impression, setting the right tone; Good greeting; Positive Posture
• Active Listening & good listening responses
• Good questions vs. bad questions – avoiding triggering a negative reaction
• Language Style – Positive confident language; Assertive language vs aggressive or submissive
• Closing – Gaining agreement; Confirming action; Positive close
• The Structure of the Telephone Call – Understanding the stages of the call & the need to time how we move from one stage to the next
• Our Telephone Calls – They workshop their typical calls –
• Handling difficult situations & challenging callers – They gain tools and techniques for handling problem calls
• Follow-through for the Caller – implementing your policies & procedures
• Working on our Skills – continuously building and improving our skills and ability to achieve positive outcomes

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