Language: Eng
Course Overview
The course provides profisional call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle all types of customer complaints.
Course Objective
- learn how to deal with customers in order to increase their satisfaction experience well.
- Answer and make telephone calls in a professional manner
- Learn techniques to efficiently respond to all types of customer call
- Build rapport with the customer and satisfy their needs quickly
- Handle a customer’s concern or complaint, with empathy and understanding
Who Should Attend??
It is ideal for call services, customers services or customer support staff who make and answer calls on behalf of their organisation, thereby acting as the first point of contact for their customers and suppliers.
Course Outline
The importance of professional telephone skills
Benefits of professional telephone etiquette
Telephone communication challenges
Answering the telephone
- Telephone guidelines when handling a call
- The verbal handshake
- Putting callers on hold, transferring callers
Communication skills to handle enquiries
- Effective listening techniques
- Questioning techniques
- Recording information
- Using positive language and taking ownership of call
- Closing the call
Communicating with all types of customers with different communication styles
Handling customer concerns and objections
Handling customer complaints
Training Methodology
- Presentation & Slides
- Audio Visual Aids
- Interactive Discussion
- Participatory Exercise
- Action Learning
- Class Activities
- Case Studies
- Workshops
- Simulation