Customer Focus on the Telephone

COURSE AIMS

In your initial encounter with a customer over the phone, you hold the power to create a lasting impression. This impression can either pique their interest in your products or services or drive them away. Thus, maintaining a professional approach to telephone customer service is crucial for the growth and retention of business relationships.

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COURSE PREREQUISITES

This program is designed for individuals whose roles involve telephone communication with customers, be it internal (colleagues and staff) or external (clients and the general public). You will learn to enhance your telephone communication skills to align with your organization's professionalism. This program will also underscore the role each of us plays in fostering exceptional customer relations within our respective organizations.

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COURSE OBJECTIVES

Upon completing this course, participants will be able to:

• Investigate the significance of 'customer care' and its relevance.
• Enhance telephone communication skills for effective customer interactions.
• Demonstrate the ability to control and successfully conclude calls using established techniques.
• Understand the influence of voice and the impressions it conveys.
• Recognize the individual impact on customers and the organization.
• Evaluate the effectiveness and constraints of telephone communication.
• Acknowledge their role in managing customer expectations and taking ownership.
• Employ a variety of practical techniques to manage challenging situations.
• Explore positive self-expression and confident communication.
• Comprehend the influence of language, both verbal and non-verbal, and how to utilize it effectively.

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COURSE CONTENT

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Introduction and Course Goals

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1. Managing Customer Expectations

• Identifying our diverse customer base
• Customer expectations and their formation
• The intrinsic value of delivering exceptional customer care

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2. Effective Telephone Communication

• The power of first impressions
• Conveying messages effectively over the phone
• Utilising tools for effective communication

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3. Building Lasting Relationships

• Nurturing long-term customer relationships
• Building rapport and reshaping attitudes and perceptions
• Planning Telephone Calls
• Optimizing your time
• Structuring calls for success
• Setting objectives and maintaining control
• Initiating outbound calls

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4. Handling Challenging Situations

• Assertiveness in customer interactions
• Strategies for managing difficult customer scenarios

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5. Action Planning

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6. Course Review

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