CUSTOMER SERVICE AND TELE-ETIQUETTE TRAINING
Do you create a positive and professional image on the telephone?
Do you get flustered when dealing with irate customers?
Do you handle customer calls clearly and confidently?
We are here to help you improve the way in which you interact with customers be it over the phone or face to face.
You will learn how to:
- Project a positive and professional image
- Instil and maintain professional and friendly telephone etiquette and practices
- Develop questioning to gather important information efficiently and effectively
- Use your voice in a more flexible and persuasive manner
- Communicate with increased confidence and conviction
- Use appropriate phrases for effective customer service to suit various situations
- Manage conflict and handle irate customers professionally and more effectively
- Cater for both internal customers (colleagues) and external customers for excellent customer service
We all have to work with customers, be it internal (colleagues) or external clients. Customer service and etiquette, or lack thereof, can make or break your business and often the telephone is the first sensory port-of-call for most customers. It is vital to learn how to project a positive and professional image when working with different personalities in all types of situations for the most effective and winning customer service.
The Customer Service and Tele-etiquette programme equips your employees with invaluable skills so that they can create a positive impression during customer interactions, resulting in professional service and on-going business. The Customer Service Course caters for employees who deal with customers regularly, be it face to face, over the telephone or specifically in a call centre environment.
The participants will leave the Customer Service Course feeling more confident and better equipped to deal with customers. They will be able to control anxiety and stress and allow professionalism in voice, dress and attitude to shine through both on the telephone and during face to face interactions.