"Customer service centres are in danger of becoming the modern day sweatshops. There has to be another way. How can we make these places more people-centred?" - David Padley
Introduction:
Much of business is now carried out over the phone. Service can be defined as a moment of truth between a customer and someone on the phone. How do you keep in control? How do you handle a difficult call? How do you come across on the phone? This course will increase your confidence and skills when delivering customer care over the telephone.
Aim:
To increase the levels of Customer Care each delegate can deliver over the telephone
Target Audience:
Anyone concerned with building Customer relationships over the telephone
Duration:
1 day
Method:
Experential learning and workshop
Contents:
- Building relationships
- Structuring the call
- Individual Feedback on Technique
- Role-play
- Dealing with conflict
- Handling Objections
- The telephone as a tool
- Mercedes model of communication
Outcomes:
By the end of the
course delegates will
- Have been given individual feedback on techniques
- Have knowledge of the Pro-active call
- Have the skills to deal with conflict over the telephone
- Have increased awareness of the Power of the telephone
- Have a tape of the role-play for reflective learning
Investment:
£225 per delegate day.
Booking:
Phone: 01286 660330
Fax: 01286 660921
E-mail: info @ teaminternational.co.uk
Last Updated: 18/04/2007
