What's in the pack:
A simple set of trainers’ notes can be found at the end of the pack.
This workshop works best as an in-house programme.
In this excellent pack you have an in-depth customer care programme of 53 pages or about two days of material .This is ideal for contact and call centres and explores balancing customer care with targets and a team centered approach. It aims to agree positive telephone standards and review individual behaviours and attitudes which will support their delivery to customers.
Meeting customer expectations on the telephone
Creating a positive impression
Creating an image with your voice
Communication skills on the telephone – language that builds rapport
Questioning to get good information
Telephone call handling
Assessing customer needs
Closing a call
Assertive telephone communication
Assertive versus aggressive
Handling difficult calls
The angry customer
The criticising customer
The mistaken customer
The abusive customer
Practical case studies
Written by Caroline Hinkes Easy Training Manuals
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