Certified professional : Telephone Skills & Excellent Customer Services

 

NAME OF THE COURSE
Certified professional: Telephone Skills & Excellent Customer Services
 
CERTIFICATION
Certified professional: Telephone Skills & Excellent Customer Services
 
COURSE OVERVIEW
The telephone is the key mode of communication with customers in most organisations today. The telephone is often your customer’s first point of contact with your company. Customers often form an impression of your company from the quality of one call or from the point of the first contact. It is essential to understand, not just which techniques can be effective to influence customers but also the advantages and disadvantages of communicating by telephone. This course provides participants with the skills necessary to handle all telephone calls effectively and professionally to generate the confidence and respect of customers.
 
 
TRAINING DURATION
Total Training Hours : 10-14 Hours
Training Duration      : 2 Days
Total Training  Days  : 1-2 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.
 
TARGET AUDIENCE
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
  • Project a Professional Image on the Telephone
  • Understand the Elements of Effective Telephone Communication
  • Build Rapport and Trust on the Phone with Customers
  • Create Impact in Delivering Exceptional Customer Service
  • Improve Communication Skills when Communicating with Customers on the Phone
  • Recognise Customer’s Telephone 
  • Behaviours and Respond Accordingly
  • Manage Difficult Situations and Customers on the Phone in a Professional Manner
 
COURSE CONTENTS
 
Day 1
 
  • Projecting a Professional Image – Creating the Right Impression of Self and Company
  • Customer Service Essentials when Communicating with Customers on the Phone
  • Effective Telephone Communication Skills to Engage Customers on the Phone
  • Pre-Planning Sales and Service Calls
  • Understand and Manage Call Reluctance when Communicating with Customers
  • Managing In Bound Service and Sales Enquiries Effectively
  • Common Customer Frustrations when Using the Telephone
  • Avoid Mistakes that will Affect Sales or Service when Communicating with Customers
 
Day 2
 
  • Use Appropriate Language when Communicating on the Phone
  • Listening Techniques to Understand Customers Needs
  • Techniques for Improving Listening Skills to Engage Your Customers
  • Perfecting Telephone Sales and Service Techniques – Scripting the Right Message
  • Effective Questioning Techniques to Influence Customers on the Telephone
  • Asking the Right Questions to Identify and Understand Underlying Customer Issues
  • Managing Difficult Situations and Complaints from Unhappy Customers on the Phone
  • Recovery Strategies to Satisfy Unhappy Customers
REGISTER