Customer Service & Telephone Etiquette Training

The Customer Service & Telephone Etiquette training course looks at Customer Service and the ability to provide a service or product in the way that it has been promised in order to exceed the customer’s expectations.

Many companies have mission statements and value propositions that state their commitment to customer care, but is everyone in your team focused on customer care and do they have the necessary skill and knowledge to care for your customer?

Customer care is not a department, it’s an attitude

Who should attend?

  • Customer Care Managers
  • Call Centre Managers and Staff
  • Customer Service Employees
  • Receptionists
  • Any Employee Who Interacts With Clients

Training Outline

The Importance of Customer Service

  • What is Excellent Customer Service?
  • Customer Service Principles to Deliver Excellent Customer Service
  • Most Important Elements of Service Delivery According to Customers
  • Common Principles in Delivering Exceptional Customer Service
  • Do’s of Customer Service
  • Nothing is Sweeter Than Your Own Name
  • Customer Service Staff Key Competencies
  • How to Resolve and Track Complaints
  • Facilitate Process Improvements for Repeat Problems
  • The Top 10 Errors that Lead to Repeat Calls
  • Moments of Truth – A Customer Care Process

Internal Customer Care

  • Internal Customer Service: Getting Your Organization to Work Together
  • Benefits of Exceptional Internal Customer Service
  • How to Create Great Teamwork and Avoid Silo’s
  • 10 Ingredients for a Highly Effective Team

What Are the New Trends in Customer Service

  • New Trends in Customer Care
  • The 4 C’s of Customer Care
  • The Rater Principle
  • Service Standards
  • Positive Customer Relationships – 10 Customer Care Tips

Modern Telephone Management Skills

  • Telephone Etiquette and Powerful Telephone Tips
  • Answering Calls
  • Making Calls
  • DO’s of Good Telephone Etiquette
  • DONT’s of Good Telephone Etiquette
  • Zero Tolerance Examples

Effective Communication Skills

  • What is Effective, Productive Communication
  • Understanding the Communication Process and Types
  • Non-verbal Behaviours for Productive Communication
  • How to Overcome Communication Barriers to Establish Trust and Rapport
  • How to Listen Actively and Give Constructive Feedback
  • How to Cope Professionally with Angry and Frustrated Customers
  • Professional E-mail Etiquette
  • Positive Scripting and Ownership of Conversations
  • The Top 25 Positive Words and Phrases

Transactional Analysis as a Communication Tool

  • Transactional Analysis
  • Philosophy of TA

A South African Case Study

Customer Service Self-Assessment

  • Service Self-Assessments
  • Assessment Results

Material given during the training:  [DVD’s and Case Studies will be used during this course to illustrate examples of good and bad change implementation processes].

Before the course Each delegate will be asked to complete a Pre-Course Assessment Form to determine their current level and objectives for attending the course. The content of such Form will be used by the trainer only to give tailored training that is focused on each group of delegates.

At the end of the course Each delegate will be asked to complete an Individual Development Plan and Vocational Completion Certificate.

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