Training Module

Telephone Skills

 

A one-day course.

 

Topics Covered:

  • Telephone Systems
  • Telephone Etiquette
  • Customer Care
  • Customer Driven Companies
  • Empathy
  • Create Customer Loyalty
  • Levels of service. Desired v. Adequate
  • Zones of tolerance – 4 factors
  • Customer Delight
  • What goes wrong?
  • Why do we lose customers?
  • Monitoring customer service issues
  • Follow up calls
  • Understanding needs – Enquiries
  • Handling complaints
  • Complaint avoidance
  • Communication skills
  • Listening skills
  • Emotional control v. technical control
  • The course includes a number of case studies and exercises to retain interest and aid understanding and memory of the points raised.

 

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