Delivering Outstanding Telephone Customer Service Experience

Course Objectives

• Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation
• Handle emotionally charged conversations on the phone while staying in control
• Ask ideal questions from callers to maximise information transfer
• Handle your phone conversations professionally and leave a positive impression on the other person
• Handle phone calls based on the types of people you are communicating with
• Provide information clearly and efficiently while increasing retention and checking understanding
• Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services
• Handle challenging scenarios and common situations when interacting on the phone
• Listen actively to callers and demonstrate that you understand their needs

Target Audience

Call Centre Agents, Customer Service Representatives, Sales Representatives, Front Office Staff, Technical and Support Personnel, Field Service Representatives, Account Managers, Credit and Billing Specialists, Small Business Owners, Anyone who wants Telephone Customer Service.

Methodology

Lecture, Individual & Group Activity, Feedback Sessions, Discussions, Demonstration, Business Games, Role Plays.

Course Modules

Module 1: Serving People on the Phone
Module 2: Emotional Intelligence
Module 3: Getting Information
Module 4: Telephone Conversations
Module 5: Dealing With People
Module 6: Giving Information
Module 7: How to Talk
Module 8: Scenarios
Module 9: Listening Skills