• 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.
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
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