Duration
1 day
Intended for
This course is intended for anyone who deals with customers on the telephone. It is particularly effective for workers in a call centre environment. However, the course has many applications and can be used to develop all sorts of customer service issues.
Contents
Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs – it’s also about defining what they really want, even when they are not sure themselves!
The course will help participants react better to customer needs – and deal with situations when they become difficult.
Objectives
At the end of the course participants will be able to:
- Explain the importance of being customer-centred
- Define their customers’ perceptions and how that affects their relationship
- Follow the five steps to assertiveness over the phone
- Build rapport with their customers and maintain it
- Use four types of questioning to determine customer needs
- Reframe negative statements into positives
- Analyse and adapt their behaviour when dealing with customers
- Explain why complaints occur and identify methods of dealing with them
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