Training Programmes - Selling Suite
Customer Service Skills
Overview
The first (and lasting) impression many customers form of your organisation is provided by the person with whom they first come into contact. The responsibility for that and many subsequent vital contacts may well lie with some of your least well-trained staff. It is essential that every customer contact at every level is handled in a professional way. Through interactive tutorials and role-play this one day course develops higher self awareness of the participants' communication style, both over the telephone and in face to face situations. Through coaching, the participant develops more self confidence and so moves from a reactive-passive role into a more dynamic pro-active response to difficult situations.
Programme deliverables
Customer Service Agents (contact centre), reception, administration, sales support, counter and delivery staff, or anyone who needs to become more effective with customers will benefit from this course. All staff who may be involved in direct customer contact at any level.
Programme deliverables
After attending this course, participants will have the ability to:
• Recognise opportunities arising from customer contacts and respond accordingly
• Establish effective customer communications by the use of rapport building techniques and the application of empathy
• Understand how to control a customer interaction ( face to face / telephone call ) using questioning techniques and effective communication skills to bring the call to a positive conclusion
• Handle difficult situations with confidence and integrity to maintain customer relationships
• Understand the difference between assertive and aggressive behaviour
• Up sell / cross sell existing customers where appropriate
Programme Content
Putting the Customer First: a Culture
Your role and responsibilities
Who is the customer?
Whose customer is it?
The customer always comes first
The importance and potential of customers
You are the company!
Understanding the customer’s perspective
How to interpret customer behaviour
Putting yourself in the customer’s position
Customer positions: The role of perceptual biases
Profiling the communications style of the customer
Essential Communication Skills
The “Moment of Truth” Principle
Understanding the power of language
How to ask for information
Effective questioning techniques
Effective E-mail communication
Concept of perceived control
Assertiveness & Professionalism
How to be assertive not aggressive
Transmitting a 'can-do' attitude
Dealing with abrupt customers
Adding Value - Going One Step Beyond
Developing pro-active behaviour
Going further than expected
Following Up
Why you should never give promises you cannot keep
Developing a call back strategy
Why post-call administration is vital
Handling Complaints
Staying professional under pressure
Owning the customer’s problem
Why listening is just as important as talking
How to turn a complaint into an opportunity to develop an advocate
Handling hostility & conflict
Motivation
Monitoring attitude, does it show
Managing the highs and lows
Putting a bad day into perspective
*Addidional module for Telephone Agents
Telephone Essentials
Principles of communicating by telephone
Creating a good first impressions
Using your voice professionally
Answering incoming calls
Transferring calls
Outgoing calls
Putting on hold
Structuring calls
Bring calls to a conclusion
Additional Information
• This syllabus of this programme is FETAC friendly
• Programme content and duration can be tailored for company circumstances
• It can also be adjusted for inbound or customer service via the telephone or face to face
• A workbook & handouts support programme
• We also run this programme on behalf of CCMA Skillnet publicly