Course Outline
Customer Care on the Telephone
This is a 1 day, instructor-led course.
Upon successful completion of this course, delegates will have the skills to:
• Explain the importance of being customer-centred
• Explain the needs of their customers and how to meet them
• Define their customers’ perceptions and how that affects their relationship
• Follow the five steps to assertiveness over the phone
• Build rapport with their customers and maintain it
• Demonstrate active listening with their customers
• Use four types of questioning to determine customer needs
• Improve their telephone tone
• Reframe negative statements into positives
• Analyse and adapt their behaviour when dealing with customers
• Follow three steps to meet customer needs
• Explain why complaints occur and identify methods of dealing with them.
Customer Care on the Telephone
This is a 1 day, instructor-led course.
Upon successful completion of this course, delegates will have the skills to:
• Explain the importance of being customer-centred
• Explain the needs of their customers and how to meet them
• Define their customers’ perceptions and how that affects their relationship
• Follow the five steps to assertiveness over the phone
• Build rapport with their customers and maintain it
• Demonstrate active listening with their customers
• Use four types of questioning to determine customer needs
• Improve their telephone tone
• Reframe negative statements into positives
• Analyse and adapt their behaviour when dealing with customers
• Follow three steps to meet customer needs
• Explain why complaints occur and identify methods of dealing with them.
Course Contents
Customer Service in Business
Here we look at the benefits of being customer-centred. Focusing on how we perceive customers now in order to understand the importance of customers for the business.
Understanding Customer Needs
Service is a very personal thing, and our opinions about the service we receive are individual to us. To be in with any chance of succeeding, we at least need to know what our customers expect from us.
How We View Things
Understanding that everyone’s reality is different. Responding to the needs of our customers without letting our own emotions cloud our judgement.
Being Assertive
Focusing on how assertive we are and recognising that being assertive is the key to dealing with customer situations. Looking at five steps to assertiveness.
Three Key Communication Skills:
Rapport
• Identifying how to build and maintain it.
Active Listening
• What are the barriers? How do we overcome them? Testing our ability with a fun exercise.
Effective Questioning
• Moving away from Open/Closed and looking at four key questioning methods.
Voice and Language
Looking at ways to improve our tone of voice over the phone.
Words and Recognition
Identifying ‘Negative’ statements we use and hear day-to-day and reframing them.
Different Types of Customer
A chance to look within ourselves and examine our behaviour with customers and adapt it to improve communications.
Meeting Customer Needs
Using the three steps to recommendation.
Not another Complaint
Examining the reasoning behind complaints through discussional activities.
A Pig of a Complaint!
A fun exercise with an important message. This part of the session is summarised with a specific process for dealing with complaints
What did attendees think of the course?
“A very good and well constructed course” N.K. Credit Controller
“Extremely appropriate and useful! I will use the training I received today on a daily basis” K.F. HR Advisor
“Very useful, entertaining and educational” G.M. Credit Controller
Price per delegate
£750
Scheduled Classes
Indicia Training, Glasgow:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com