Exceptional Customer Service and Telephone Skills

• May 13, 2025 - 8:45 to 16:30

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.    

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