Customer Service By Telephone
Build relationships, identify opportunities and increase business
Course Summary
All customer communication provides an opportunity to develop relationships and ultimately increase customer value. Get it wrong and you could spoil the relationship or even lose the customer completely. Using practical techniques and our telephone laboratory, this participative course will ensure you make the most of every call.
Who should attend?
This course is ideal for customer service and sales support personnel who make and receive calls and take orders. It is also beneficial for all personnel who have telephone contact with existing or prospective customers.
By attending this course you will understand how to…
- Identify the key elements for working on the telephone - assess your core skills
- Prepare for every call - professionalism from the outset
- Gain your customers interest with your 'opening' - and keep their attention
- Handle complaints and deal with difficult situations effectively - turn them into opportunities
- Adapt your style to build empathy and rapport to suit different personality types
- Use listening and probing techniques to identify your customers' needs - what do they really want and expect?
