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A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
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Customer Care on the Telephone

Duration:

One Day

Intended for:

Anyone that deals with customers on the phone. It is particularly effective for workers in a call centre environment. However, the training course has many applications and can be used to develop all sorts of customer service issues.
These customer care training materials will help develop the customer service skills of any telephone based team and ensure you deliver a successful customer care training course.

Contents:

All the training materials necessary to run your own customer care course:
Customer service is one of the most important aspects of any business. It's not just a question of reacting to your customers' needs - it's also about defining what they really want, even when they are not sure themselves!
This session will help your delegates react better to customer needs - and deal with situations when they become difficult

Customer Service in Business - Here we look at the benefits of being customer-centred. Focusing on how we perceive customers now in order to understand the importance of customers for the business.
Understanding Customer Needs - Service is a very personal thing, and our opinions about the service we receive are individual to us. To be in with any chance of succeeding, we at least need to know what our customers expect from us.
How We View Things - Understanding that everyone's reality is different. Responding to the needs of our customers without letting our own emotions cloud our judgement.
Being Assertive - Focusing on how assertive we are and recognising that being assertive is the key to dealing with customer situations. Looking at five steps to assertiveness.
Three Key Communication Skills:
Rapport - Identifying how to build and maintain it.
Active Listening - What are the barriers? How do we overcome them? Testing our ability with a fun exercise.
Effective Questioning - Moving away from Open/Closed and looking at four key questioning methods.
Voice and Language - Looking at ways to improve our tone of voice over the phone.
Words and Recognition - Identifying 'Negative' statements we use and hear day-to-day and reframing them.
Different Types of Customer - A chance to look within ourselves and examine our behaviour with customers and adapt it to improve communications.
Meeting Customer Needs - Using the three steps to recommendation.
Not Another Complaint - Examining the reasoning behind complaints through discussional activities.
A Pig of a Complaint! - A fun exercise with an important message. This part of the session is summarised with a specific process for dealing with complaints.