The Whole Thing reserves the right to alter dates, content, venue and the trainer for each course with reasonable notice.
This course is CPD Certified with each day equivalent to 6.5 hours of CPD
Duration : 2 days
Telephone Customer Service Excellence for Best Customer Satisfaction, Customer Retention and Great Results
WHO SHOULD ATTEND?
All employees in the organization that want to improve their telephone customer service competency so that they can get the very best results from their conversations with their customers, teams and colleagues in pursuit of the best possible customer satisfaction and the organization’s goals.
Customer satisfaction though customer service excellence is a means to positively differentiate your organization from your competition. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with an organization they trust. Evaluating customer satisfaction through focused measurement and monitoring of customer perception ensures that this key performance indicator gets attention and that your customer needs are continually met at a profit. Great customer satisfaction improves relationships at work, increases your customer retention and encourages new customers to buy. Mastery of customer service builds organization value and drives sustainable business growth.
Telephone Customer Service is a proven and very practical approach to customer satisfaction through telephone customer service best practice. The program covers the fundamentals of customer service including evaluation planning for and learning from every telephone call. The program takes a holistic view of telephone customer satisfaction that is focused on customer perceptions and introduces the delegate to the knowledge, skills and attitude required to behave effectively and confidently on any telephone call with a customer for great results.
The program is well researched, knowledge-based and designed with the individual learner at the centre of the learning process which means that the course is extremely interactive and practical.
By the end of this course delegates will be able to:
✓ Determine customer satisfaction through telephone customer service excellence
✓ Determine customer experience (perception) during and following a telephone conversation
✓ Determine a systematic approach to evaluate customer satisfaction
✓ Determine how to handle difficult situations over the telephone
✓ Provide insights into the drivers of customer satisfaction
✓ Produce drive to self-develop in customer service excellence
✓ Produce positive impact on the overall performance of each delegate and the organization
DAY 1 • CUSTOMER SERVICE FUNDAMENTALS
Understanding Customer Service
Understanding Customer Loyalty
Customer Satisfaction Evaluation
Set-up for Customer Service Excellence (Getting the Environment Right)
DAY 2 • TELEPHONE CUSTOMER SERVICE IN ACTION
Communicating with your Customers
Handling Difficult Situations
Key Learning Review
Each delegate will be asked to complete a pre-course questionnaire to determine their individual learning objectives. These will be used by the trainer to give on track training that is focused on the individual learner attending.
ON-TRACK FOR GROWTH
The individual leaves this program with a Personal Action Plan to encourage immediate transfer of training to the job.
REGISTER FOR THIS COURSE
To register for this course please review the grey box above. If no public course is listed or the location and dates shown don’t suit you then please request a proposal for this course either as a public training course or if you have 6 delegates or more as an in-company training course by clicking on Request a Proposal.