Customer Contact Training

Paramount Training and Development, together with many influential experts on customer service, have partnered to reinvent the traditional solution selling. Rather than just promoting your products, let the Customer Contact Training enable you your employers to focus on addressing the customers’ problems by equipping with the right tools when offering your company’s products and services. The Customer Contact Training is designed especially for call center employees on how to effectively build rapport and creating credible impressions over the phone.

Learn more about the psychology of sales and find out why reciprocity between the client and the agencies is essential before a closed deal.

This training is available in the Gold Coast, Sydney, Brisbane, Melbourne, Darwin, Perth, Parramatta, Canberra, and Adelaide.

Dealing with diversity is part of the norms, but by understanding what lies behind the unconscious pattern and learning the benefits of solution selling will put you to an advantage amidst the competing markets. Be more efficient in communicating and rapport-building through knowing the practical simple hacks on customer service. Amazing customer service doesn’t happen by accident, but by knowledge and innovation.

Outcomes For Training:

Identify Customer Expectations

Identifying customer expectations is the first way to work out how to please them. In this session we show participants clever and effective ways to uncover the customers expectations. This helps the caller or customer contact person become better aware of how to assist.

Build rapport and relationships easier

One of the key ingredients to customer satisfaction is the relationship they have with you and your organisation. By building relationships more effectively, customer service agents are able to connect to customers which allows them more room to move in servicing their requirements. Our trainers here assist participants with understanding how rapport is built.

Communicating your message via the phone effectively

Workplaces today use the telephone throughout the day. If you think about how long you use the phone each day, you may see the purpose of this objective. We provide tips to participants to make their telephone use more enjoyable and more effective also.

Dealing with Complaints

Complaint handling can be something we deal with on a monthly, weekly or even daily basis. There are 5 simple steps in dealing with complaints. This section empowers the participants for even the worst of complaints.

Body Language

If you have face to face interactions with your customer this section is recommended. Learning more about how your customer is sending you communication is important. Body Language being vital for face to face meetings.

Questioning techniques

Questioning techniques are a popular skill with negotiators, police and sales people. Becoming better at using questions will have you assisting your customer quicker and making your life easier with clearer communication.

Creating the impression for your company

To finalize this training session we show participants how to create an impact and great impression for their business. All these points can be customized to suit also.

Additional training modules for groups or teams

Understanding the ability of the telephone and how to utilize it to influence
Finding new customers costs five to seven times more
Apply techniques for dealing with upset or angry customers by successfully answering case studies.
Recognize how customer service affects
Identify obstacles to provide high-quality customer service.
Recovery strategies and the best way to turn a complaint into a happy customer
What is customer service?
Describe the significance of a favorable approach in delivering good customer service.
Coping with challenging customers and gripes
Customer support skills training
Questioning and Summarizing Skills
Handling customer complaints training
Placing customers at ease
External and internal service
Show the right method to greet, transfer, and place callers on hold.
What makes customers stay, and the reasons they leave
The lifetime value of existing customers
The best way to do ‘service recovery’ and turn an irate customer into a favorable supporter
Turn met customers into repeat customers training
Customer care essentials
Provide outstanding customer service over the telephone
Telephone preparation and follow up
Projecting a professional image, voice demo skills, building connection.
Customer care telephone training – Telephone skills
The best way to exceed customer expectations
The best way to resurrect lost customers
Connect with customers through internet tools
Efficiently handle job stress.
Importance of creating long-term relationships
Identifying customer needs training
Identify your customers’ needs
Develop customer service abilities to enhance.
Efficiently deal with accents and dialects on the telephone.
How to implement the international customer service standards of best practice
Managing grievances and angry customers
Managing customer behavior that is distinct
The value of a vision statement
Understand and identify different behavioural styles and adapt as required.
How to direct calls and not leave the client hanging on
Active listening techniques, hearing the whole graphic.
The best way to make your customers love you and tell everyone they know
Time Management on the telephone
Deal with challenging customers
List the benefits of providing outstanding customer care to both internal and external customers.
Listening to customers training
The ability of an excellent approach
Use outstanding customer service to generate more business
Responsiveness – how can we improve
Build good will through in person customer service
Rephrase candid communication for better results

Tailored Delivery For Your Business

Paramount Training and Development’s Customer Contact Training can assist you to examine the strengths and weaknesses of your business from the client’s perspective if this type of delivery style is requested.  Uncover, recreate, and identify what could be improved by letting our team assist you in achieving excellence.

We have a range of customer service or communication training sessions available. We can even create your own to cover more specific issues. Learn how we can assist or for more information on this training session call 1300 810 725.

Customer Contact Training Outline

Identify Customer Expectations

Are you guilty of treating your clients merely as a solution to your sales targets? Debunk this mind-set. Let the hired experts on customer service share their insights on how agencies should deal with their clients –whether if it’s providing assistance over the phone or having a meeting. Agencies should not just sell; they should look at their clients as partners.

Build rapport and relationships easier

Have you ever heard of the law of reciprocity? Learning more about it would definitely make you and your company appreciate and understand more the realm of sales. Building rapport is the first key. Talk to your clients and be able to effectively provide them the right services that they need.

Communicating your message via the phone effectively

Maximize the available resources that you have. A telephone could not just be an ordinary phone if used with creativity. The duration and frequency on using these resources could be an advantage. With the Customer Contact Training, get tips from the experts to understand more of these!

Dealing with Complaints

How often do you deal with complaints? Do you think that the blame is always on you? Dissatisfaction is an inevitable part of a business. Strive for perfection AND for progress. Handling complaints in the best manner will can not only keep the customer happy but still viewing the company positively.

Body Language

Do you know that knowing the reason behind body languages could let you identify what your client thinks about during your meetings? Understand the essence of body language in communicating through the Customer Contact Training.

Questioning techniques

Knowing the right questions to ask is not transparent as it may seem; it involves the right skills and strategies. Be better at negotiating and closing deals with your clients with a clearer understanding on this area.

Creating the impression for your company

Spot the points wherein you can create an impact and impression to your clients. The Customer Contact Training can be customized to your company needs.

Customised Training Session For Teams (Included No Charge)

Details on anything can make the difference. It could be the details on a sculpture, or an artwork, or a piece of literature that capture its audience. However, with Paramount’s training courses, the details are always in the hands of the customers. We always do our best to meet our client’s needs and requests for modifications to the details of the courses they choose. We can modify anything, from text size, to font, to course objectives. We believe that the customer’s choices for modifications will be the best choice to meet whatever the customer needs to train in. Book a course with us today to control your training experience!

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

We at Paramount understand that the various topics that comprise our library of training courses are far from all encompassing. However, any library could use more additions, and that is where you, our client, can come in. We take your requests for particular training course topics into serious consideration, and we build the course based on your requested topic. Our entire business has in mind to construct top-notch training courses for our valued clients, and we do this based on your requests. We can provide you full ownership of the material we create for you. Contact us for pricing.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

The new online trainer-assisted training program is essentially all about bringing real-time training anywhere and anytime you wish. You don’t need to move out of your bed to get your front door, either, because this is completely online! Just ready your screen and experience the sort of training you can only get by contacting Paramount Training. Oh, and did we mention our trainers are always available? Yep, no limited time slots whatsoever. Just contact us and training will come your way!

Get Information or Quotation For Your Team

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