Dealing Effectively with Clients on the Telephone
By the end of the programme, participants will have the confidence to understand and respond to customer needs; Build and maintain effective relationships; Communicate effectively on the telephone and receive incoming and make out-going calls in a professional and efficient manner.
What the training may cover:
- Defining effective customer service
- What creates effective customer service?
- Input on the 4 key factors
- The ‘Logical’ and the ‘Emotional’ aspects of customer service
- How are we doing in our team
Focus on Customer Relationships
- Live problem solving session
- Real customer situations
- Feedback and discussion
- Identification of scenarios for later practice on the course
Customer types
- Identifying customer types quickly
- Altering our style to suit the customer whilst remaining genuine
- Linking of types to actual customers we deal with
Processes for dealing with customers (‘challenging’ and ‘nonchallenging’)
Key skills for dealing with difficult situations
- Active and ‘interactive’ listening
- Empathising and rapport-building skills
- Influencing and assertiveness skills
- Dealing with objections from the customer
- Handling unreasonable customer behaviour (rudeness, personal criticism etc)
- Creating professional ‘distance’ when needed
- Initial practice in these skills
Preparation for practice sessions
- In groups, identify typical customer service scenarios
- Pooling of these scenarios to all delegates
- Practice (in pairs or individually) on customer scenarios
- Feedback and coaching from JSB Trainer
- Feedback and discussion from other delegates
Action Planning