Customer Service Skills Training. Communication, Telephone Techniques, Customer Loyalty, Questioning, Listening, Rapport, Relationship Building, Problem Solving, Handling Customer Complaints, Customer Service skills training

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'Customer Service Telephone Skills'

One-Day Workshop

Who Should Attend?

People involved in communicating with 'Customers' (from Candidates to Clients, Colleagues and beyond) will find this workshop enhances their skills and confidence in handling customer interactions.

This training is valuable to Office Support staff, Accounts Department staff, Resourcers and Recruitment Consultants who would like to increase their effectiveness in information exchange, active listening, relationship building, complaints handling, and generating greater customer satisfaction and loyalty.

Course Content

Communication Skills

	Understand the crucial role quality customer service plays in ensuring the company's commercial success.
	Discover the importance of creating a positive and professional first impression on phone callers and visitors.
	Discuss personal presentation and body language.
	Consider the importance of vocal skills, and how to improve them.
	Understand the benefits of asking questions in providing customer service.
	Investigate a variety of questioning styles to achieve specific outcomes, including open, closed, theoretical, reflective and 'alternatives' questions.
	Employ paraphrasing skills to ensure accuracy of understanding.
	Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues.
	Identify behaviours for building rapport.

Telephone Techniques

	Investigate and refine techniques for greeting and transferring callers, and putting people on hold.
	Discuss how to take messages, and what information is necessary for maximum effectiveness.
	Utilise guidelines for general telephone etiquette.

Generating Customer Loyalty

	Realise the impact of word of mouth communication by dissatisfied and delighted customers - the dangers and the opportunity for our business.
	Consider the 'long-term value' of the customer, and therefore the cost of poor customer service.
	Understand it takes more than 'satisfaction' to generate customer loyalty.
	Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both.
	Identify the 'Impression Points' of your business, and how to enhance them.
	Consider the effects of meeting (and exceeding) customer expectations.
	Learn techniques for responding to customers' complaints, upset or anger, to ensure a positive outcome for the customer, and for you.
	Recognise what is required for the perception of service excellence.

Time Management

Adopt a practical process for managing appointments and tasks in a systematic and consistent way.

Workshop Availability

The next 'Reception and Customer Service Skills' workshop will be in Sydney on Wednesday 27th August, 9am-5.30pm. After this the workshop will run again on Wednesday 24th September, Wednesday 22nd October, and Wednesday 3rd December 2008, 9am-5.30pm.

$400 per person, plus GST.

This course is also available as in-house training.

Please contact me for more information.

Quotes from Participants.....

'It had a sense of fun, and a great deal of knowledge was imparted.'

'Great to draw on your real experiences -- very informative and relevant.'

'Lots of stories and examples to back up points and see things from a different perspective.'

'I feel more confident to deal with upset or angry callers now.'