Contact Centre Training

- Including Telephone Etiquette Training -

Through this  course, delegates will learn:

• Getting the basics right
  • The fundamentals of customer service and sales
  • Teamwork and the service chain
  • Understanding the basic needs of every customer
  • The 3 V’s of communication – and how to maximize them – even over the phone

• Basic telephone skills essential for every employee involved in customer service and sales
  • First impressions formed on the phone
  • 
  • Putting a smile in your voice
  • Adopting a “yes we can” attitude
  • The importance of tone of voice, pitch and rate of speech
  • Time taken to answer
  • Getting essential information to serve
  • Questioning and probing techniques
  • The dreaded “please hold”
  • The dreaded “dead end” transfer
  • Giving and taking messages
  • Active listening skills
  • Matching the communication style of your customer

• The importance of attitude to be effective in sales & customer service
• Understanding the importance of internal and external customers
• Handling in-bound calls effectively
  • 5 critical things to do when opening an in-bound call
  • Attentiveness and active listening
  • Establishing the real need
  • Administrative efficiency and follow up
  • Handling out-bound calls and direct sales effectively
  • Getting through the gate-keeper to the decision maker
  • Effective enquiring
  • Preparing a script
  • Selling benefits
  • Cross-selling and up-selling
  • Handling objections
  • Techniques for closing the deal

• Handling difficult situations and problems relating to sales
  • Knowing your product
  • Using your resources – the internal value chain

• Handling complaints and irate customers
  • Why complaining customers are highly valuable
  • Understanding the real issue behind the words
  • Creating calm and giving reassurance