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Front-Line Service
Excellence
Programme
Content:
- Why are
specialised CLIENT/ CUSTOMER CARE skills required for any company to prosper
and what are these skills?
- A look at
what caller's demand whenever they are in contact with your company.
- How to take
control of the conversation quickly and immediately establish what the
caller requires.
- 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.
- A look at
what solution-seeking techniques you are already successfully using and what
additional skills are essential to increase your success rate.
- Skills that
will assist you to quickly build a positive relationship with your
customers/clients on the telephone.
- 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.
- 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.
- How to keep
your conversations short and concise yet warm, productive and positive.
- Dealing with
objections, complaints and challenging calls.
- How to turn
conflict into an opportunity to build positive long-term relationships with
customers/clients.
- How to say
"no" or give the caller "bad news" and still build a
positive relationship.
- Some
advanced service excellence and sales orientated techniques that you can
offer to both your internal and external customers/clients during every
contact.
- 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.
- 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.
- 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.
- A strategy
to ensure that your skills measure up after training to the high standard
that is demanded by the modern customer/client.
Programme Originator: Renett Estelle Grové
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