Customer Service Training
 
- including Telephone Etiquette Training -

Customer Service anf Telephone Etiquette Training

This Customer Service and Telephone Etiquette Training is offered throughout South Africa as
in-house, public and virtual training

Customer Service and Telephone Etiquette Training

This Customer Service and Telephone Etiquette Training
is suitable for all staff involved in customer service

Course Duration: 2 days

NQF Level: 4

Course Objective:

This Customer Service and Telephone Etiquette Training – which is offered throughout South Africa – will:
    ✓    Ensure that all employees in your organisation focus on being service champions
    ✓    Build customer satisfaction, loyalty and retention
    ✓    Increase bottom line results

Course content and outcomes:

Through this Customer Service and Telephone Etiquette Training, delegates will learn:  Customer Service and Telephone Etiquette Training

  • Understanding the importance of internal and external customers
    • The key: How to achieve an excellent Internal Customer Service Culture
    • What does great internal customer service look like?
  • Building the culture of great service
    • The principle of CARE
    • What do organizations with high repeat business have in common?
    • Killer phrases that destroy customer retention
    • Teamwork and the service chain
    • Analysing the service culture of your company
  • Telephone Etiquette
    • 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
  • Understanding the basic needs and expectations of customers
    • The 4 basic needs of every customer
    • The 3 V’s of communication
  • Adding even more value for your customers – and your business
    • The 2 reasons people buy
    • The “Feel Good” factor
    • How else can we be of service?
  • Attitude and competencies essential for a customer-serving employee
    • The importance of attitude & valuing yourself in customer service
    • Attitude – sending out a positive attitude in every way
    • Effective communication as a customer-serving employee
  • Techniques every customer serving employee should know to increase sales
    • Effective enquiring
    • Up-selling and cross-selling
    • Selling benefits
  • Handling complaints and irate customers
    • Why complaining customers are highly valuable
    • The wise approach to take when faced with a customer complaint
    • The 7 steps to dealing with angry customers

All Training Courses