Customer Service

One of the challenges we face as customer service professionals is that we don't know what the next call will entail. Or the frame of mind of the person calling. Perhaps we haven't had time to collect our thoughts from the previous call when the next call comes through. These factors can have a significant impact on the way in which we manage and influence the expectations of the next caller.

In this customer service workshop learners examine the following topics with the objective being to self design phraseology in everyday business challenges such as diffusing angry and stressed out callers, gain call control, drive solutions and deliver bad news in a positive way.

Topics include:

• What is customer service?
• Why customers defect
• Your impact on customer lifetime
• Opening an effective call
• How to listen actively
• Influencing customers using positive vocabulary
• Recognising and handling customer stereotypes
• Handling complaints
• Call control

[ TRAINING SOLUTIONS ]