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.

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.

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.

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.

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 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.

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

Understanding the ability of the telephone and how to use 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.
Recognise 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 favourable 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 favourable 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 behaviour 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