KINGS GLOBAL CAREER ACADEMY

trainings@kingscareers.org
+971 558208950 / +971 544744145

DUBAI LONDON SINGAPORE MUMBAI CANADA HK

Certified professional : Professional Front Line Service and Phone Etiquette

NAME OF THE COURSE
Certified professional: Professional Front Line Service and Phone Etiquette
 
CERTIFICATION
Certified professional: Professional Front Line Service and Phone Etiquette
 
COURSE OVERVIEW
The participants of this workshop will develop the necessary knowledge and skills to work in a customer-focused sales environment. Additionally, it provides the participants with a comprehensive understanding of the techniques and skills required for effective selling to customers, anyone who has difficulties expressing themselves and dealing with the customers over the phone.
 
TRAINING DURATION
Total Training Hours: 22 Hours
Training Duration: 1 Week
Total Training  Days: 4-5 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions: 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
ELIGIBILITY CRITERIA
Those who have to handle customers over the phone regularly.
 
COURSE BENEFITS
 
By the end of this workshop, participants would be able to:
 
1. Deliver Great Customer Service to Customers
2. Understand & Improve Telephone Etiquette & Manners
3. Handle Stressful & Difficult Situations over the Telephone
 
COURSE CONTENTS
 
1. Great Customer Service Delivery (Face-to-Face / Telephone
  • Be a Customer Service Super Star – Role Modeling the Best
  • Moments of Truths – Interactions with Customer
  • Customer-focused Communication & Listening Skills
  • Service with your Heart – Being Passionate about Service
 
 2. Telephone Etiquette & Manners
  • Secrets to be the Best Call Professional
  • Developing a Positive & Professional Image over the Phone
  • Essential Telephone Etiquette & Manners
  • Overcoming the Common Mistakes in handling Phone Calls
 
3.  Handling Stressful & Difficult Service Situations
  • EQ and Customer Service
  • Managing Increasing Work Volume & Peak Hours
  • Scenario Planning for Difficult Service Situations
  • Role Plays on Managing Difficult Customers over the Phone
 
4.  Customer Service Basics
  • Understand what it takes to do your job professionally
  • Service as defined by customers
  • You As The Communicator
 
Managing your voice
  • Use professional service language
  • Use of questions
  • Use of empathic listening – levels of listening
  • The Structure Of A Telephone Call
  • The phases of a telephone call
  • Develop Telephone Etiquette To Project A Professional Image
  • Projecting yourself
  • Put the customer on hold
  • Making an outgoing call
  • Terminating a call
  • Techniques In Handling Different Difficult Situations
  • The approach to dealing with angry callers
  • Ways to interrupt a talkative caller to refocus him/her on the issue
  • The different methods of saying “No” when it is just not possible to accede to their requests
  • Ways to get callers to work with you towards your proposed solutions
  • Training Delivery And Methodology
  • Participants are guided through practical steps of the topic with a combination of reflection and group discussions, activities related to learning points, role-play and lectures.
 
Frontline Service Expectations Level 1
 
  • The inner game of customer satisfaction – Qualities of service professionals 
  • The formula for customer satisfaction – Expectations of today’s customers 
  • Vital determinants for managing customer expectations 
  • Understand customer expectations – Why, What and How 
  • Variables influencing customer expectations and satisfaction 
  • Models of customers decision making process to manage expectations
  • Sources for benchmarking to help manage customer expectations
 
Frontline Service Expectations Level 2
 
  • Setting “Customer First” objectives – Analysing customer needs, wants and desires 
  • Process capability and process mapping to manage expectations 
  • Interpersonal communication and problem-solving skills to manage expectations 
  • Using complaints and compliments to develop service strategies
  • Making customer-focused decisions – Adding exceptional value
  • Response strategies for managing different personalities and difficult service situations 
  • Choosing the right strategy to maximize on opportunities

 

 

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