This course can be customised to suit the specific needs and challenges of your team members and businsess. This course will help achieve your specific needs and desired outcomes.
Course Delivery Options
Course Outline
Our very popular Professional Telephone & Email Skills Masterclass covers daily customer interactions by telephone, email & in person. We will teach your team members how to positively engage with your customers in a professional manner and equip them to deal with a variety of customer interactions, both good and not so good. This course is designed to improve the ‘customer centricity’ of your team and at the same time ensure that your customers happily return.
We teach the importance of their individual roles as the voice or face of your organisation and change the way they look at their current customer relationships.
Sometimes your team will need to deliver ‘Bad News’ that will upset the customer and is beyond the scope of your firm and your customers who may be inconvenienced. We will demonstrate how to deliver bad news to customers in and variety of commercial circumstances.
Topics Covered
Module 1
Course introduction
Why are we having this training?
The importance of professional customer service skills
How you are the face and voice of your organisation
What your customers want, need & expect today
Experience v Processing your customers
Professional Phone Answering and Call handling techniques
Things we tell customers & things we don’t
Why we never discuss the internal workings of our business & operational issues with our customers
Module 2
Revision & Questions
Eliminating negative phrasing; Mate, Buddy, Pal, Darling, Pet (and many more)
Addressing the ‘hollow’ phrases that we all use and constantly annoy our customers
Email Skills – Professional techniques for a variety of situations
Dealing with ‘Hot emails’ – Emails from customers that are accusatory
5 common customer interaction mistakes.
Attitudinal issues
Explaining technical information to non technical customers
Module 3
Revision & Questions
Difficult Customer interactions via phone, email & face to face
Common customer behaviour patterns and triggers
Taking ownership & avoiding unnecessary escalations to Team Leaders & Management
How to deliver bad news in the most professional way.
Complaints and how to handle them
Module 4
Revision & Questions
Time management essentials
Upselling & cross selling techniques
Personal presentation tips
What to do when you or your firm make a mistake
Why you lose customers
Revision
Who Should Attend?
This course is suitable for any organisation with staff who have phone, email and face to face contact with customers.
Group Discounts
Contact us to discuss your requirements.
