Telephone Skills And Customer Care

• 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