Telephone skills and customer care

Course Overview

This professional telephone skills for customer care training course teaches participants how to project professionalism over the phone, how to gain client confidence quickly, handle irate customers and be an effective communicator. The telephone skills for customer care training program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customized proposal can also be arranged, to suit the training requirements of your team.

Who Should Attend?

Representatives involved in assisting customer over the phone.

Program Outline

Professional Telephone Skills Training Course – Session 1 Providing Effective Client Service The Ten Commandments of Good Business What Makes An Effective Client Communicator? Skills and Attributes of an Effective Client Communicator High Emotion – Low Intelligence Professional Telephone Skills Training Course – Session 2 Your Telephone Voice The Communication Model Five Qualities of a Good Telephone Voice Voice Modulation Vocal Qualities Checklist   Professional Telephone Skills Training Course – Session 3 Gaining your Client’s Trust Create a Great First Impression Put Your Customer at Ease Professional Telephone Skills Training Course – Session 4 Handling Cultural Barriers Over The Phone Finding a Better Phrase Words That Must Never Be Used How to End a Call Ending a Call Politely and Professionally Professional Telephone Skills Training Course – Session 5 Prepare Yourself Professional Handling of Incoming Calls Transferring Calls Asking a Client to Hold Planning Phone Calls Professional Telephone Skills Training Course – Session 6 Effective Questioning Techniques Good Questioning Techniques Open and Closed Questions Clarifying Questions Seek Satisfaction/Understanding Questions to Keep Control of the Call Arrange When You Will Call Them Back Saying Too Much Getting to the Point Quickly The Don’ts for Client Communicators Professional Telephone Skills Training Course – Session 7 Irate Clients How to Deal with Angry Clients The Challenge of Angry Clients Use the HEAT to Defuse an Irate Client Professional Telephone Skills Training Course – Session 8 Reception Tips Serving Customers at the Reception: The Dos Serving Customers at the Reception: The Don’ts Professional Telephone Skills Training Course – Session 9 Using Better Phrases Dealing with Inbound Calls Professional Telephone Skills Training Course – Session 10 Professional Voicemail Messages What to Include in a Voicemail Message Customised Messages for Different Callers Closed Greeting Internal Greeting Professional Telephone Skills Training Course – Session 11 Wrapping Up Words from the Wise

Program Objectives

By the end of this telephone skills for customer care training course, participants will:

• Learn how to provide effective client service over the phone
• Project a professional image over the phone
• Master a professional, effective & reassuring telephone voice
• Gain client’s trust using proven communication techniques
• Learn to question effectively over the phone
• Master proven techniques to manage irate customers professionally
• Learn tips for handling a busy reception
• Phrase more effectively for positive and clearer communication
• Establish the right words for unambiguous, positive & productive communication