Effective Telephone Customer Service Excellence

Course Objectives

• Project a positive and professional image of themselves and their organization
• Able to listen emphatically and ask effective questions over the phone
• Enhance personal and organizational productivity through effective telephone handling
• Avoid potential adverse reputational issues arising from mishandling telephone calls

Target Audience

Customer service representatives, receptionists, call centre staff, and anyone else who interacts directly with customers.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations/ role plays real life experiences, sharing of best practices and discussions. Extensive use of Audio-visual-aids. 

Course Modules

Module 1: Customers – your greatest Asset

• Who are your Customers?
• Customers expectations
• Expectation vs Reality

Module 2: Customer Service and you

• Customer Service – What is it? Why is it important?
• Your role – Ambassador or Assassin
• Customer Service Excellence

Module 3: Creating Service Mindset

• Service Mentality – do you have it?
• Common mistakes
• Creating Service Excellence

Module 4: Professional Telephone Etiquette

• Answering the Call – Hello
• Are you listening? What do I say? What do I ask?
• Ending the Call – Thank you

Module 5: Communicating Effectively

• OMG – common mistakes we make
• Tone of voice – keeping it positive
• Connecting the dots

Module 6: Building rapport for a better relationship

• Choice of Words
• Empathy
• Being customer centric

Module 7: Dealing with Objections

• Handling queries and concerns
• Handling customers and emotions
• Do’s and Don’ts

Module 8: How can we improve?

• Being proactive
• Avoid triggers
• Self-Management