This training is an extension to the first day training, moving to the pragmatic approach and behavior needed to provide a good customer experience.
To provide the participants with the skills, knowledge and awareness necessary to display a positive approach when communicating with customers.
Anyone that comes into contact with customers. Whether that is via the telephone or on a face to face basis.
The key training material content elements are:
Part I: Active Listening
• Definition, practicing active listening, barriers
Part II: Effective Communication
• Communication process: Open & Initiate, Gather information, Solutions & Options, Confirm & Close
• Managing difficult situations: Turning problems to solutions, key rules
Part III: Customer Service over the Telephone
• Telephone communication
• The conversation cycle
• Assertiveness: Definition, 5 Steps to assertiveness
• Key communication skills: Building Rapport, Listening, Questioning
• Voice & Language, Improving Your Telephone Tone
Part IV: Dealing with Phone Rage
Part V – Complaint Handling
At the end of this training course the participants will be able to:
• Follow a clear process for communicating with customers
• Use Questioning and Listening skills effectively with customers
• Effectively manage difficult situations with customers
• Understand the telephone conversation cycle
• Identify the 5 steps to assertiveness
• Explain the typical triggers of phone rage
• Follow a set process for dealing with phone rage
• Explain why good complaint handling is important to the business
• Handle complaints effectively and consistently
• Handle hostile complaints calmly and professionally
• Turnaround customer complaints and dissatisfaction
3 hours (1 half-day)