Customer Care on the Telephone

Course Overview

This course is intended for anyone who deals with customers particularly over 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. 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.

Key Elements

• Explain the importance of being customer centered
• Define their customers’ perceptions and how that affects their relationship
• Follow the five steps to assertiveness over the phone
• Deflect customer rage to a positive outcome
• Deal with your own stress created by customer rage.
• 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