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Customer Service
Perfecting Your Telephone Skills
Customer Retention through Flawless Telephone Skills
Duration: 1 Day
Who Should Attend:
- Tele-sales professionals
- Call Centre Staff
- Professionals seeking to improve their telephone etiquettes
- Staff members who directly or indirectly communicate with internal/external customers
Course Objectives
- The importance of telephone manners and its relevance to the organisations standing and repute
- Practicing the relevant key skills required to be an efficient, cooperative and empathising caller through superb listening skills
- The significance of worthwhile and relevant questioning during a call
- Master easy-to-use strategies to calm down an angry customer
- Understand the importance of both verbal and non-verbal communication in tough situations
- A firm grasp on the skills required for outstanding telephone etiquettes
- Understand the right tone of voice, pitch and style of communicating to use during each telephone conversation.
What will you gain ?
By the end of this course you will be able to:- Handle customer complaints, suggestions and feedback with great precision
- Tackle an angry customer without offending him/her and making the best use of emotional intelligence in such scenarios
- Gain confidence and poise in dealing with all types of clients
- Deal with each aspect professionally from greeting till the end of a telephone call
- Build and maintain the image of your organisation and yourself.
Course Content
- Customer Care via Telephone
- Telephone Techniques to improve its communication process
- Telephone Mannerisms for the Professionals
- Types of Calls
- Inbound
- Outbound
- Avoiding Clutter and Taking Messages Flawlessly
- The importance of creating lasting impressions
- Verbal and Non-verbal communication patterns
- Looking at the brighter side
- The do’s and don’ts
- Are you asking the right questions?
- Be a good listener
- Tackling challenging clients on the phone
- Handling complaints and feedback
- Telephone Charter
- Wrap up and feedback.
- ABC Success for Fresh National Graduates
- Career Planning and Talent Management
- Coaching and Mentoring Skills for Managers
- Competency-Based Interviewing Skills
- Creative Thinking, Problem Solving and Decision Making
- Customer Service Excellence
- Effective Business Writing
- Effective Report Writing
- Finance for Non-Finance Professionals
- Fundamentals of Project Management
- High Impact Team Building for Managers
- HRM & Talent Management
- Mastering the Art of Effective Communication
- Mastering the Art of Office Administration
- Powerful Negotiations
- Powerful Salesman
- Strategic Thinking and Planning
- Strategies for Successful Change Management
- The New Star Management Supervisor
- The Strategic People Manager
- Train the Trainer
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