| The “Master ship” of Edge Telephone Etiquette Workshops.
Can be delivered in-house with your choice of either 1 x full day,
2 x half days or 3 x 2 hour sessions. The shorter durations will
be less intrusive to your business and reduce the need for costly
temps.
Module 1: Attitude and the Importance of First
Impressions -
- Learn the foundations of what makes the difference between ordinary
and extraordinary customer service.
- How to create the best first impression, whilst allowing your
staff a clearer understanding of “why should I?” and
“what’s in it for me”.
- Recognise the importance of internal customers and teamwork
in developing a healthy moral.
- Understand why businesses lose customers.
- The importance of a positive Attitude and pride in your job
role.
Module 2: The Communication Process -
- Learn simple techniques to communicate effectively,
- How to use customer focused words and phrases and a professional
voice tone to get the best out of your customer.
- Active listening and effective questioning to determine your
customers needs.
- Best Practice in Incoming Call Answering.
- Placing a customer on hold without a negative response.
Transferring a call without it appearing like the run around.
- Learn what to do when dealing with a customer at the counter
and the telephone rings.
Module 3: Dealing with Challenging Customers -
- Designed to help your staff understand the benefits of complaining
customers.
- Effective techniques to deal with challenging customers.
- How to turn complainers into promoters of your organisation.
- How to control excessive talkers without offending them.
- Dealing with callers with accents.
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