Certified professional : Techniques to Delight your Customers & Excellent Frontline

NAME OF THE COURSE
Certified professional: Techniques to Delight your Customers & Excellent Frontline
 
CERTIFICATION
Certified professional: Techniques to Delight your Customers & Excellent Frontline
 
COURSE OVERVIEW
Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day PD Training Professional Telephone Skills Course in Singapore. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.
You will learn skills like improving your phone “voice”, what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.
 
TRAINING DURATION
Training Hours per day : 4-6 Hours
Total Training Hours : 20-24 Hours
Training Duration      : 5 Days
Total Training  Days  : 5-10 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
This course is not only applicable to front line staff but also for Sales and Service Professionals who want to project a professional image when communicating with customers on the telephone. Managers and team leaders of sales and service teams responsible for inbound, outbound sales and customer service will also learn to enable their team members to communicate effectively with customers on the telephone and manage a difficult situation.
 
COURSE BENEFITS
  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client’s trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to manage irate customers professionally
  • Learn tips for handling a busy reception
  • Phrase more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication
 
COURSE CONTENTS
Try to Do Better
  • Anticipate Customer Needs
  • Deliver Beyond Customer Expectations
  • Be Consistent Across Channels
  • How to Continually Ensure Your customer’s Value What you Offer
  • Eliminate Dissatisfaction
  • Empathizing with Customers
  • Empowering Employees
  • Focussing on the Experiences That Matter Most to Customers
  • Know Your Customers Top Issues
  • Gathering information from multiple sources (surveys, employees, social, call centre, etc.), you can determine the top issues your customers have. Make your own “One List” with the top 10, and take active steps to resolve them.
Help Customers Achieve Their Goals
  • Failing & Apologizing – and Meaning It
  • Listening to Customers
  • Listening to Employees
  • Make your customers feel valued
  • Embrace “Small Data”
  • Measurement isn’t About “The Number”
  • Personalize Interactions Across Channels and Touchpoints
Respond Quickly
  • Share Best Practices Across Internal Groups and Silos
  • Simplify Customer (in Fact, All) Experiences
  • Educating  Customers
  • Think Multi-Channel, but Nail Mobile First
 
Providing Effective Client Service
 
  • Welcome
  • The Ten Commandments of Good Business
  • What Makes An Effective Client Communicator?
  • The Seven Deadly Sins of Service
  • Reflection
 
Gaining Your Client’s Trust
 
  • You never get a second chance to make a good first impression
  • Create a Positive First Impression:
  • 4 Key Parts to your Phone Greeting
  • Put Your Clients at Ease with Positive Language
  • Show Urgency
  • Getting to the Point Quickly – Saying Too Much
  • Ending a Call Politely and Professionally
  • Put it into Practice
  • Reflection
 
Effective Questioning
 
  • WIIFM
  • Good Questioning Techniques
  • Ask yourself the following 5
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Reflection
 
Prepare Yourself
 
  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection