CUSTOMER CARE ON THE PHONE

Benefits & Outcomes

By the end of the module, participants will

  • Have developed a consistent approach to receiving and making phone calls, including transferring callers
  • Have increased their understanding of and skill in dealing with complaints, problems and customer anger.
  • Have refined their skills of listening, and questioning

 

Topics

  • The Telephone, The Customer And You
  • The Basic Rules – Answering And Making Calls
  • Listening & Questioning Skills To Ensure Understanding
  • Solving Customers’ Problems
  • Dealing with Difficult Situations
  • Handling Customer Complaints

 

Approach

In this workshop, participants develop skills and understanding through a series of practical activities

Leave a Reply

You can use these HTML tags

<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>