Great customer service is vital within a business and perfecting your phone communication skills is one of the best ways to give a great first impression.
How an organisation handles phone calls can have a direct impact in their success, therefore, it is essential to have good call handling skills.
Since telephone contact is often the first means of communicating with your customers, this experience must create an outstanding first impression. Over time, many of your clients or business connections may predominantly experience your company over the phone. Because of this, it’s important that everyone who may answer the phone knows the correct rules and protocols to represent your business in the best way.
Communication and conflict management skills can also help you to retain business and reduce the number of matters which may escalate to management.
Communication skills are crucial for people at all levels making and answering calls for their organisation. Understanding your customer’s needs, having an awareness of different personalities and how to handle conflict situations are all essential when ensuring the best customer experience.
Participants of our 1-day training course will gain a wealth of knowledge in how to communicate effectively in all situations.
What is excellent customer care and why do we need it?
Who are our customers?
What’s in it for you?
Understanding ownership of calls
Projecting a Professional and Competent Image
The basics for inbound and outbound calls – it’s simple
Communicate effectively in all situations
Verbal communication and excellent customer service
What – no non-verbal communication?
Understanding Different Personalities
What is your personal style? – a self-assessment
Recognising other’s styles over the phone
Communicating with other styles
Understanding Customer Needs
Effective listening for customer satisfaction
Questioning techniques and probing
Summarising the conversation
We need complaints!
Ownership of complaints and problems
Working with your customers, not against them
Simple methods of dealing with complaints
What is conflict and how to handle it when it arises
Staying cool under pressure – dealing with your own emotions
Dealing with others’ emotions
Seeking a win:win resolution
If you would like to book onto call handling training course or find out more information please fill out our contact form or call us on 01454 203 355.
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