This workshop is focused on developing the skills of people who provide a service via the telephone. It will generate greater understanding of best practice service on the phone and confidence at helping customers in a variety of situations.
Content can include:
Customer service on the phone: What’s easy and what are the challenges?
Good customer service: What is it and why does it matter?
How do we know when we’re providing a good service?
Your customers’ service journey and exploring what they want
It’s more than a ‘smile down the phone’: the real tests of service
A review of call structure and best practise phone etiquette
Preparing to answer and the all important ‘greeting’
A closer look at voice projection and six voice elements
Finding out what the customer REALLY wants
Perfecting our ability to listen when there are loads of distractions
Presenting a solution and getting an agreement
Using words that work: even if the answer has to be ‘no’
Tips for your tough service situations
New ideas: a plan to put it into practise
This is an outline. If we haven’t included exactly what you want, tell us. We’ll design a programme that’s a perfect fit for your business.
