Please contact us to discuss private course dates and locations
Training Options
Private course at your company office throughout the UK, at one of our training venues (Durham, Newcastle or Washington) or at an independent location, convenient to you
Bespoke course written to your specific needs, at your company office throughout the UK, at our training venue or at an independent location, convenient to you
For further information please contact us on 0191 377 8377
What's Included
Relaxed refreshment area at our training venues
Lunch and refreshments when training is delivered at our training venue
Comprehensive course manual and exercises
Course Content
Introduction
The need for customer care over the phone
What is excellent customer care?
Who are our customers?
What's in it for you?
Projecting a Professional and Competent Image
Communicating effectively in all situations
Verbal communication
What - no non-verbal communication?
Understanding Different Personalities
What is your personal style? - a self assessment
Recognising other's styles over the phone
Communicating with other styles
Understanding Customer Needs
Effective listening
Questioning techniques and probing
Summarising the conversation
Handling Complaints
We need complaints
Ownership of complaints and problems
Working with your customers, not against them
Simple methods of dealing with complaints
Customers Expectations
Their needs, personalities and predispositions
Their personal situations
The circumstances
Causes of aggression
What makes people difficult?
What makes people aggressive?
How to deal with your own anger and emotions
Our emotion triggers
Blowing off steam without venting it on people
Understanding what's really bugging you
Experiencing your feelings without acting them out
Expressing yourself without accusation, sarcasm or hostility
Listening to your customers
Paradigm shifts
The principles of listening
Barriers to listening
Echoing the issue
Echoing the issue, not the emotion
Controlling the tone of your voice
Don't become defensive
Sympathising and thanking your customer
Evaluating your options
The win/win approach
Probign for options
Maintaining control
It's not what you say
Don't make them feel stupid
Keeping the end in sight
Responding to the situation
Responding instantly
Owning up when appropriate
Following up
The really unreasonable customer
Recognising the type and how to deal with them:
The time vampires, the sexual harasser, the bully, the foul mouth, etc
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