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Customer Service

Call Centre Excellence

Master the Perfect Telephone Etiquette to Win & Retain Customers

Public Programme
 

Who Should Attend:

  • Call Centre Supervisors a & Team Leaders
  • Call Centre Team Members
  • Tele-sales Professionals

Course Objectives

  • Learn how to win over customers in the first 30 seconds on the phone
  • Understand how to manage your own state and reflect your positive state on customers
  • Master questioning and listening skills to make clients feel safe and ensure satisfaction
  • Obtain linguistic tools and vocal techniques to build common ground and rapport
  • Explore ways to tap the motives and hidden psychological needs of customers
  • Identify ways to negotiate effectively for win-win outcomes
  • Master objection handling and deal skilfully with difficult or challenging customers.

What will you gain?

By the end of this course, you will be able to: 
  • Recognise your communication style, and how to make every phone interaction with the customer a positive experience
  • Overcome fear and become confident in handling any type of customer with skill and professionalism
  • Understand caller behaviour and quickly assess customer needs and issues
  • Tactfully diagnose and effectively control any difficult customer interaction on phone
  • Adopt a range of voice techniques to give an cheerful and professional impression
  • Master structured questioning techniques to glean information from customers
  • Use the art of persuasion to effectively negotiate outcomes
  • Become skilful at managing and maintaining your own attitude and composure in stressful situations
  • Turn dissatisfied customers into satisfied ones using tried and tested telephone conversation tips.
 

Course Content

Introduction to Customer Service and General Call Protocol
  • Introduction to Customer Service
  • What is my communication style?
  • What are your customers’ expectations?
How your state affects your Client
  •  State management 101
  • The role of Mirror Neurons
  • State Awareness
  • Emotional Management
  • Sustaining a positive attitude
Who are your clients?
  • Types of clients
  • Clients’ motives
  • Hidden needs
Techniques for maximum focus on your client's needs
  • Questioning techniques
  • Precision Questioning Techniques
  • Holding the space
  • Offering and eliciting options
  • Eliciting “Hot Buttons”
  • Asking the right questions to find the key criteria for your client’s decision making
It’s not what you say; it’s how you say it (Linguistic and Vocal exercises)
  • Intonation
  • Pitch
  • From Problem Frame to Solution Frame
  • Directing the conversation
Selling/Negotiation techniques
  • The art of persuasion
  • The law of reciprocity
  • Linguistic patterns for Persuasion
  • Making it compelling
  • Making it memorable
Handling Objections and Complaints
  • Types of complaints
  • Reframing
  • Dealing with difficult people
  • When do we pass it?
Tips for maximising Customer Satisfaction
  • 7 telephone conversation tips to ensure high customer satisfaction
Stress Busting
  •  How to stay fresh and prepare to take calls under stress and pressure.

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