Telephone Etiquette and Customer Service Excellence is a comprehensive training course designed to help individuals develop their customer service skills and techniques to provide a world-class customer experience over the phone. The course is ideal for salespeople, customer service representatives, and anyone who interacts with customers over the phone on a regular basis.
During the 2-day course, participants will learn how to maintain professional and consistent customer service, recognize and manage customers’ service expectations, use effective communication telephone techniques, build excellent rapport with customers, manage customer expectations, enhance salespeople telephone skills, make sure that policy does not become more important than the customer, anticipate needs, and provide information. The course combines interactive lectures, role-plays, and hands-on exercises to help participants develop and refine their customer service skills.
Introduction to Telephone Etiquette and Customer Service Excellence
Professionalism on the Telephone
Building Rapport with Customers
Managing Customer Expectations
Enhancing Sales Skills over the Phone
Balancing Policy and Customer Service
Anticipating Customer Needs and Providing Information
Reflection and Action Planning
This course is a busy workshop designed to help you develop, improve and implement customer service tools, techniques and strategies.
The ISM Course Director will take each participant through the step-by-step CS techniques critical to the pre-approach, approach and after sales service.
This will be done through a highly charged, enjoyable two day course involving lectures, classroom exercises, role-plays, discussions and extensive accompanying course-notes (delegates are also expected to take their own personal extensive notes for future referral).