Customer Care and Telephone Skills

Starting by looking at the most common things that annoy people when they are experiencing poor customer service; delegates then examine the 7 basic needs of clients so that they can implement quick and straightforward strategies in order to meet those needs. From building rapport to structuring a conversation in order to reach a satisfactory outcome for the customer; this course also examines common ways that staff working in customer care can get ‘hooked’ by a challenging customer. Methods of avoiding those hooks will be examined as well as strategies for telling customers what they don’t want to hear. Also; where needed; strategies for dealing with customers on the telephone. Having training delivered face-to-face allows more time for interactive groupwork; activities and questions. Delegates also benefit from receiving a detailed course handbook to revisit when back at their desk.