Course Details
Telephone Skills for Customer Service Professionals
9 May 2013
Professional Development
Other
EMA Learning
EMA - Auckland
159 Khyber Pass Road,
1023 Grafton,
Auckland
Full Day
$850.00
Non Member $850.00 + GST
Non Member $850.00 + GST
What You Will Learn
•Understand the challenges of telephone communication
•Stay professional, friendly and customer-focussed
•The importance of a call plan (and when to go ‘off script’)
•Build rapport and trust over the telephone
•Handle complaints, resolve conflict & break bad news
•Reinforce your message non-verbally
•Gather information for problem-solving
•Calm people down and help them to listen
Topics We Will Cover
•Things telephone customers hate
•Good telephone etiquette
•Asking the right questions
•Active listening over the phone
•Conversation management
• Being firm but friendly
•Recognising and using cross-selling opportunities
•Knowing when to escalate the call or seek support
Who Should Attend
•Employees who interact with customers over the phone
•Help Desk and Call Centre staff
•Managers and supervisors of phone-based teams
Unit standards/Certification
11815 | Version 3 | Level 3 | 3 Credits
Answer customer enquiries on the telephone in a wide range of contexts
•Understand the challenges of telephone communication
•Stay professional, friendly and customer-focussed
•The importance of a call plan (and when to go ‘off script’)
•Build rapport and trust over the telephone
•Handle complaints, resolve conflict & break bad news
•Reinforce your message non-verbally
•Gather information for problem-solving
•Calm people down and help them to listen
Topics We Will Cover
•Things telephone customers hate
•Good telephone etiquette
•Asking the right questions
•Active listening over the phone
•Conversation management
• Being firm but friendly
•Recognising and using cross-selling opportunities
•Knowing when to escalate the call or seek support
Who Should Attend
•Employees who interact with customers over the phone
•Help Desk and Call Centre staff
•Managers and supervisors of phone-based teams
Unit standards/Certification
11815 | Version 3 | Level 3 | 3 Credits
Answer customer enquiries on the telephone in a wide range of contexts
Will Moore