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Why are specialised Client
/ Customer Care skills required for any company to prosper and what are
these skills?
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A look at what caller's
demand whenever they are in contact with your company.
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How to take control of
the conversation quickly and immediately establish what the caller requires.
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Dynamic vocabulary and
techniques that will ensure that customers/clients feel that they are
receiving service excellence during every telephone encounter with you and
how to use a positive and motivated voice tone at all times.
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A look at what
solution-seeking techniques you are already successfully using and what
additional skills are essential to increase your success rate.
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Skills that will assist
you to quickly build a positive relationship with your customers/clients on
the telephone.
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Why it is necessary to
practice effective communication skills and monitor your performance to
ensure that you are utilising the most productive techniques during every
conversation.
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Probing skills and how
to build effective questions into your conversation so that you can quickly
establish the customer/client's needs and guide the customer/client closer
to accepting your suggested solution.
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How to keep your
conversations short and concise yet warm, productive and positive.
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Dealing with
objections, complaints and challenging calls.
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How to turn conflict
into an opportunity to build positive long-term relationships with
customers/clients.
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How to say
"no" or give the caller "bad news" and still build a
positive relationship.
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Some advanced service
excellence and sales orientated techniques that you can offer to both your
internal and external customers/clients during every contact.
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How to decide when to
take messages and how to refer queries in the most efficient manner to other
divisions in your company or to management.
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Stress management
skills and some tips that will assist you to become or remain self-motivated
even when you are having a less successful day or the pressure is mounting.
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A strategy for you to
implement to eliminate the factors that are preventing you from being as
effective as you can be when dealing with customers/clients.
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A strategy to ensure
that your skills measure up after training to the high standard that is
demanded by the modern customer/client.
