Catalyst HRD Ltd

T: 01425 402025
E: enquiries@catalysthrd.co.uk

Customer Care on the Telephone	1 Day Course

Course Objectives:

To enable individuals to: recognise the benefits of positive customer service answer the telephone professionally create the right impression in a variety of situations cultivate positive long-term relationships with clients turn complaints into opportunities promote a superior service reduce their own stress when dealing with aggressive customers

Course details:

	Positive telephone skills creating the right impression promoting a quality image customer care defined understanding the customer's perspective avoiding negative statements The incoming call maximising incoming calls dealing with enquiries converting enquiries into orders knowing when to take responsibility avoiding frustration developing long-term relationships Progressing calls knowing when to transfer a call announcing calls receiving announced calls action to follow if transfer is refused avoiding negative statements taking messages answering machines and voice mail checking for understanding Taking responsibility listening skills taking positive actions Dealing with aggression reducing customer's anger seeing the customer's point of view using effective listening skills a 4-step approach to dealing with aggression Reducing stress recognising stressors avoiding customer irritation and frustration taking calls professionally not personally Difficult situations when your organisation is in the wrong when you cannot supply saying "No" and retaining customer loyalty apologising when it is not your fault Complaint calls understanding the causes of aggression coping with your own anger dealing with unjustified complaints dealing with justified complaints turning complaints into opportunities

Tailoring the Course Content:

Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

Incorporating your organisation's documentation
Referring to your organisation's policies, guides and procedures
Agreeing pre-course and post-course work
Tailoring exercises and the course manual to suit your requirements

For further details on how Catalyst can tailor your course see Tailored Courses.

Facilitation:

This one day course is extremely practical. Each delegate will spend much of the day on the telephone, practicing and refining the techniques they have been taught. Our closed circuit telephone laboratory and the informal relaxed atmosphere enables delegates to listen to their own telephone manner and learn how to handle a range of difficult situations in a professional manner.

Who should attend?:

All staff who have contact with customers over the telephone. Eg sales and sales support staff, help desk people, technicians and receptionists.