Course Details
Telephone Customer Service
Run as a public workshop or as customised in-house programme
Professional Development
Customer Service
Rapid Results
To Be Confirmed
Full Day
8.30am – 5.00pm
8.30am – 5.00pm
$530.00
Excl. GST. Includes all meals, certificate and workbook
Excl. GST. Includes all meals, certificate and workbook
Outline:
Telephone Fundamentals
• Understand why customers have the view of your company they have and change that for the better
• Understand and start using true telephone etiquette that will make you stand out as a professional
• Understand why companies lose customers
Building Rapport
• Understand the importance of selling ourselves before we can begin to sell our product or service
• Understand what rapport is and how to build it quickly
• Know how to process information in order to improve our communication skills
Attitude
• Know the difference between a positive and a negative attitude
• Know how to take control of your life through a positive attitude
• Understand a formula for change
• Know why it is a positive attitude will make you more successful
• Understand why your work success is related to your attitude
Effects of our Language
• Know the difference between submissive, assertive and aggressive language
• Know how your language can control a call
• Understand the impact of positive language
Capture Your Listener
• Know the importance of speaking well
• Know how to control a call by speech
• Know all the elements that make up your voice
Questioning Skills
• Understand the different types of questions available and how they control responses
• Understand who so much business is lost or missed due to poor questioning techniques
• Understand how to control a call using effective questioning skills
Listening Skills
• Know the difference types of listening skills used and when to use them more effectively
• Understand the importance of listening
• Know how listening will effect your results when used correctly
Customer Service
• Understand the importance of customer service
• The role of customer service within your company
• The effects of bad customer service
Telephone Fundamentals
• Understand why customers have the view of your company they have and change that for the better
• Understand and start using true telephone etiquette that will make you stand out as a professional
• Understand why companies lose customers
Building Rapport
• Understand the importance of selling ourselves before we can begin to sell our product or service
• Understand what rapport is and how to build it quickly
• Know how to process information in order to improve our communication skills
Attitude
• Know the difference between a positive and a negative attitude
• Know how to take control of your life through a positive attitude
• Understand a formula for change
• Know why it is a positive attitude will make you more successful
• Understand why your work success is related to your attitude
Effects of our Language
• Know the difference between submissive, assertive and aggressive language
• Know how your language can control a call
• Understand the impact of positive language
Capture Your Listener
• Know the importance of speaking well
• Know how to control a call by speech
• Know all the elements that make up your voice
Questioning Skills
• Understand the different types of questions available and how they control responses
• Understand who so much business is lost or missed due to poor questioning techniques
• Understand how to control a call using effective questioning skills
Listening Skills
• Know the difference types of listening skills used and when to use them more effectively
• Understand the importance of listening
• Know how listening will effect your results when used correctly
Customer Service
• Understand the importance of customer service
• The role of customer service within your company
• The effects of bad customer service