Professional Telephone Courtesy and Customer Service

How Will You Benefit

Upon completion of this programme, the participants will be able to :

• Explain the importance of a positive attitude in delivering good customer service
• List the benefits of providing good customer service to both internal and external customers
• Identify barriers to providing high quality customer service
• Apply techniques for dealing with angry or upset customers by successfully answering case studies
• Demonstrate the proper way to greet, transfer and hold calls
• Understand and identify different behavioral styles and adapt as necessary
• Successful understanding will be demonstrated through correct completion of case studies
• Rephrase blunt communication for better results
• Effectively manage job stress
• Develop an action plan to improve customer service skills

Who Should Attend

All staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centers and help desks; and those in a team secretary role

Methodology

The program will use a range of interactive activities – group and individual exercises, case studies and discussions. There will also be formal inputs of theory and models. The aim is to provide a focus for action that will maximize learning.

The approach used is “Experiential Learning”, which is geared towards effective application of what has been learned in order to maximize the value of the course to both the individual participant and his/her organization

Module

• WHAT IS AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
  • Develop A Positive Attitude
  • Understanding Our Thinking Habits
  • Finding Out What The Customer Wants
  • Managing Customer Perceptions
  • Creating A Positive Image And Provide The Added Service Needed To Ensure
  • Customer Satisfaction
• TOOLS OF THE TRADE: THE TELEPHONE
  • How to Practice Effective Listening and Asking Questions. (Lecture And Role-Play)
  • Learning To Create A Win-Win Situation
  • Managing Objections
  • Learning The Art Of Negotiation
• THE CRITICAL IMPORTANCE OF VOICE TONE, ACCENTS AND DIALECTS
  • Negative Voice Tone
  • Neutral Voice Tone
  • Tired & Bored
  • Indifferent & Detached
  • Group Assessment
  • Role-Play
• IT’S NOT WHAT YOU SAY…: REPHRASING FOR BETTER RELATIONSHIPS
  • How To Answer The Phone
  • When To Answer The Calls
  • Whose Responsibility Is It For Answering Phones
  • What Not To Say Or Do
  • Activity –Role-Play – Good/Bad Techniques
• THE GOOD, THE BAD AND THE UGLY: DEALING WITH DIFFICULT CUSTOMERS
  • How To Relate To The Angry Caller
  • How To Direct The Assertive Caller
  • How To Question The Passive Caller
  • Managing The Talkative Caller
  • How To Provide Information To The Analytical Caller
• CONT … DEALING WITH DIFFICULT CUSTOMERS
• DO CALL AGAIN: LEAVING POSITIVE, LASTING IMPRESSIONS
  • Summarizing On Agreed Solutions
  • Leaving Voice Mails
  • Self-Assessment
  • Group Work – Presentations
• CUSTOMER SERVICE – STRESS MANAGEMENT
  • Understanding Your Needs
  • Exploring Mini Breaks
  • Let Go And Relax
  • Mini Meditation