Spearhead Training > Customer Service > Telephone Skills & Customer Care

Telephone Skills & Customer Care
'Learn The Key Skills Of Telephone Answering And Dealing With Customers Face- To- Face'

Who Should Attend?
Customer Service Representatives, Receptionists, Call Centre Staff, and anyone else who interacts directly with customers.

About the Programme
In the 21st century it is not an exaggeration to state that the 'Customer is King'. We are all 'Customers'. And we are all aware of the greater choice available to us in purchasing anything, compared to twenty years ago. If we just look at the U.A.E. the variety available to us today is phenomenal - whether it be restaurants, cinemas, food outlets, shopping malls, fashion stores, etc. We have unlimited choice. And the choices grow day by day. Therefore it is now vitally important for businesses to, not only attract first time customers,but more importantly, to turn those customers into 'repeat and return' customers. Millions of dirhams are lost every year because of poor handling of customers by company staff. But customers who are consistently well handled will return again and again - bringing you more business. Bad telephone technique and poor customer care will lose you customers. If statistics show that it costs eight times as much to find a new customer,compared to keeping an existing one, isn’t it in your interest to try to retain and expand your existing customer base? This course is essential if your staff have not been trained in telephone skills and effective customer service skills. Well trained staff will help you to retain more customers ... and improve your bottom line!

Course Objectives

• Delegates will have a clear understanding of who their 'internal' and 'external' customers are
• Delegates will learn how to prevent and handle complaints
• The importance of customer service and customer care will be emphasised throughout the two days of the programme
• To explain the difference between 'ordinary' and 'extraordinary' service
• Delegates will learn the key skills of good telephone manners and how to deal with face-to-face customers
• They will understand how each individual contributes to the company’s overall image
• The special techniques necessary to be effective on the telephone will be demonstrated and practised
• Delegates will be able to identify correct and incorrect telephone standards

What You Will Gain

• The ability to consistently create a good impression for yourself and your company
• The skills to deal professionally with all types of situations in relation to providing top quality customer care for your customers
• Increased confidence in dealing with all types of customers - both face-to-face and on the telephone
• Increased business for your company / organization

Programme Contents
DAY ONE

• Customer Service Skills
• The 'People First' Approach
• What Influences Customers?
• Why Companies Lose Customers
• What Do Customers 'Buy'?
• Spearhead’s Three Levels Of Customer Service
• Who Are Your Customers?
• Customer Needs & Expectations
• Your Commitment To Quality Service
• How To Create 'Customer Delight'
• Complaints: Turning Them Into Good Business
• Building Effective Relationships With Your Customers

DAY TWO

• Using The Telephone
• Communicating By Telephone
• The Golden Rules
• Learning To Listen
• First Impressions
• Using Your Voice Well
• Answering The Incoming Call
• The Use Of Checklists
• Re-Routing Calls
• The Outgoing Call
• Putting On Hold / Transferring Calls
• The 'Dos' & 'Don’ts' Of Speaking On The Telephone
• Handling Awkward Callers
• Dealing With Difficult Calls

2 Days - Non-Residential

Delegate spaces available on the following course dates:

Date: 17th December » 18th December, 2008
Location: Dubai
Brochure Price: Dhs 3160.00
Online Price: Dhs 3,002.00 (Save 5% Online)

Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the tutor to give on-target training that is focused on the individual delegates.

At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals and that will also be an important tool for management reference.

Total investment includes - Training Materials, Lunch & Refreshments.