Customer Service:

Engagement Strategies

Managing Expectations

Customer Service

Customer Journey

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Call Centre Telephone Techniques

Content
Understanding the Customer
  • Explore how to fully understand the needs of a customer.
  • Understand how to handle complaints and manage an angry customer with the aim of turning them into an ambassador. Telephone communication has become part and parcel of today’s world, but good customer service is a key skill that takes time to develop and requires you to fully understand each individual customer and adapt your approach according to their individual personalities and needs.
Communication
  • Understand how to communicate in a more constructive way with the use of positive phrasing and tone of voice.
  • Explore the skills of effective questioning and listening.
  • Understand the specific techniques needed for best telephone practice
Managing Conflict
  • Understand why conflict can occur and the difference between passive, assertive and aggressive behaviour.
  • Evaluate how your own personal behaviours impact upon your ability to defuse or escalate conflict.
Resolution Management
  • Evaluate how to adapt your style in order to maximise your communications with customers.
  • Explore a range of specific ‘Do Say’ phrases that can help in the resolution of issues.

Audience

People working in or wishing to enter into a call centre environment.

Outcome

  • Fully understand and appreciate the diverse needs of customers.
  • Ability to adapt your own behaviour to maximise communication.
  • An effective use of time management, self-analysis and self-motivation skills to overcome barriers and objections.

Customer Services & Sales

Content
Understanding the Customer
  • Explore how to fully understand the needs of a customer.
  • Understand how to manage an angry customer with the aim of turning them into an ambassador.
  • Evaluate different personality types and how to adapt your style to maximise your communications with customers.
Influencing
  • How to influence in a more constructive way with the use of positive phrasing, tone of voice and ‘language matching’.
  • Explore the skills of effective listening with the use of appropriate verbal acknowledgments.
The Sales Process
  • Enable you to understand the sales process.
  • Help you to achieve sales results
Self-Management
  • Understand how your own personal motivation can impact upon your ability to be resilient when trying to achieve your sales targets.
  • Identify the key time management issues that you face and your own accountabilities within this.

Audience

Ideal for people who manage customer engagement and influence sales.

Outcome

  • An understanding of what makes a successful and effective sales person.
  • Fully understand and appreciate the diverse needs of customers and how understanding these needs may be used to achieve sales.
  • Ability to adapt your own behaviour to maximise communication, and enhance your influencing skills.
  • An effective use of time management, self-analysis, and self-motivation skills to overcome barriers and objections