Customer Service > Professional Telephone Courtesy & Customer Service

Professional Telephone Courtesy & Customer Service

Course Objectives

Explain the importance of a positive attitude in delivering good customer service
List the benefits of providing good customer service to both internal and external customers
Identify barriers to providing high quality customer service
Apply techniques for dealing with angry or upset customers by successfully answering case studies
Demonstrate the proper way to greet, transfer and hold calls
Understand and identify different behavioral styles and adapt as necessary
Successful understanding will be demonstrated through correct completion of case studies
Rephrase blunt communication for better results
Effectively manage job stress
Develop an action plan to improve customer service skills

Target Audience

All staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centers and help desks; and those in a team secretary role.

Methodology

The program will use a range of interactive activities – group and individual exercises, case studies and discussions. There will also be formal inputs of theory and models. The aim is to provide a focus for action that will maximize learning.
The approach used is “Experiential Learning”, which is geared towards effective application of what has been learned in order to maximize the value of the course to both the individual participant and his/her organization.

Course Modules

Module 1: WHAT IS AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
Module 2: TOOLS OF THE TRADE: THE TELEPHONE
Module 3: THE CRITICAL IMPORTANCE OF VOICE TONE, ACCENTS AND DIALECTS
Module 4: IT’S NOT WHAT YOU SAY…: REPHRASING FOR BETTER RELATIONSHIPS
Module 5:THE GOOD, THE BAD AND THE UGLY: DEALING WITH DIFFICULT CUSTOMERS
Module 6: CONT … DEALING WITH DIFFICULT CUSTOMERS
Module 7: DO CALL AGAIN: LEAVING POSITIVE, LASTING IMPRESSIONS
Module 8: CUSTOMER SERVICE – STRESS MANAGEMENT

Get To Know The Trainer

Trainer Anita

4.5

Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.

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