- Develop
common Best Practise Standards - 12 Golden Rules
for giving World Class Service
- Deal
with Difficult Customers and Situations - turning
complaints into opportunities
-
Identify Typical Complaints and Handle Objections
- Perfect
Email Etiquette - writing appropriately for your
audience and interpreting tone and meaning in emails
- Identifying
Customer Types - adapt your approach to the key
customer types
- Project
the Right Company Image - the importance of excellent
customer service
- Leaving
the Customer with a good feeling - creating a consistent
professional introduction, good rapport and a positive
impression
- Establish needs with conversational questioning techniques, active listening and building commitment and trust
Course
Overview
This
course is designed to give you the techniques and
skills to Wow your customer over the phone by developing
common best practise standards to enable you to
project the right company image, build rapport and
trust with the customer and deal with queries effectively
leaving your customer with a good feeling.
The
aim of the course is to ensure that delegates acquire
and develop the necessary skills, knowledge, techniques
and motivations to provide professional, consistent
and great customer service to their customers.
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