CITD - Exceptional Customer Service and Telephone Skills

CITD - Exceptional Customer Service and Telephone Skills : Tuesday 7 November

Exceptional Customer Service and Telephone Skills

FOR:

All who wish to become more effective in communicating a professional image of themselves and their organisation on the telephone and face-to-face. The course could also be beneficial for Receptionists.

OBJECTIVES:

  • By the end of the course delegates will :-
  • Understand the importance of client/customer care
  • Be better able to project a professional image both face-to-face and on the telephone
  • Have developed their communication skills
  • Know how to build effective client/customer relationships both externally and internally
  • Be able to handle more difficult situations with clients/customers

METHOD:

This course is highly participative with group discussions and short role play.

EXCEPTIONAL CLIENT/CUSTOMER SERVICE & TELEPHONE SKILLS

PROGRAMME:

0900 Welcome and introductions

Objectives of the course

IMPORTANCE OF POSITIVE CLIENT/CUSTOMER CARE

  • Who are our clients/customers ?
  • What are their expectations ?
  • How individuals can affect the reputation and success of an organisation
  • Benefits of providing excellent service
  • Importance of client/service giver chain

PROJECTING THE RIGHT IMAGE

  • What impression do we make ?
  • Identifying the "moments of truth" both face-to-face at reception and on the telephone
  • Developing service standards to meet client/customer expectations

EFFECTIVE COMMUNICATION

  • Skills required on the telephone and face-to-face
  • Maintaining a positive approach
  • Dealing assertively with clients/customers requests
  • Role play

HANDLING MORE DIFFICULT SITUATIONS

  • Dealing with more difficult situations with client/customers
  • Turning complaints into compliments

LEARNING POINTS AND ACTION PLANNING

 

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