With the current times, and people working from home, digital and telephone interaction has increased tremendously. This is the time to improve our telephone customer service skills. What’s critical is that every customer calling you and your organization be made special and given that extra treatment where s/he feels that they are interacting with an organization who is professional and values their customers.

Using the telephone to communicate is the most preferred way to establish customer contact. The call centres are flooded with queries and calls. It is so important to know how to receive calls, make the call, what is the first thing to say and create that positive first impression with the very first sentence.

There are many times when the customer deals with their own moods and upsets and reflects it on the customer service executive who has made the call, this program looks at how does one deal with the difficult conversations and leaves the customer with a smile.

Duration

5 Days

Who should attend

• Anyone working in the customer service industry
• Employees working in the call centre and BPO industry
• People working as customer service representatives and part of different customer service departments
• Anyone who interacts with customers over a telephone
• Anyone who is keen on enhancing their communication and customer service skills on the phone
• Anyone who wants to learn how do we attend to customers professionally on the phone

COURSE LEVEL: Intermediate

Objectives

Upon completing this telephone customer service training program successfully, participants will be able to:

• Speak to the customer on the telephone with enhanced confidence
• Build a positive first impression on the phone
• Show a keen interest in building an image of a supportive and helpful customer service representative
• Learn how to show genuine interest and provide quality service on the phone
• Display a professional self-image when interacting over the phone
• Gain mastery over a professional and calm voice which helps in building credibility
• Assertively be able to say No when required over the phone
• Deal with questions and learn to respond to questions effectively over the phone
• Master ways to deal with difficult and irate customers in a professional manner

Course Outline

MODULE 1:  Know your customer and create the foundation

• Know your customer
• Understand the requirements of the customer over a phone call
• Focus on skills required to be a good communicator
• Lay the foundation of telephone customer service
• Learn the pillars of customer service

MODULE 2: Qualities required for a Good Telephone Interaction

• Know the qualities required for a good telephone interaction with the customer
• Check and assess the presence of the qualities
• Learn Conversational language required in the telephone call
• Learn how to begin the call

MODULE 3: Communication Skills

• Two Way Communication
• Barriers to Communication
• Types of Communication
• Dealing with the distractions when communicating over a call

MODULE 4: Listening Skills

• Listen to understand
• Know the different levels of listening
• Empathy
• Learn to pause when required

MODULE 5: Voice Modulation

• Analyse the voice modulation requirement for the telephone call
• Understand the qualities of a good voice call
• Work on the Vocals
• Develop positive energy in your voice and communicate with zest

MODULE 6: Trust, Credibility, Respect

• Demonstrate trust, credibility and respect with the way you speak
• Respond and not react
• Speak with facts and evidence
• Put the customer at ease and have him trust you

MODULE 7: Questioning

• Learn effective questioning techniques
• Understand the difference between open and closed ended questions
• Learn to ask open ended questions
• Learn to get further information by understanding their requirement
• Understand the difference between gaining information and interrogation
• Ask questions with the right tone

MODULE 8: Deal with difficult customers

• Learn to deal with different kind of customers over the call
• Recognize the moods of the irate customer
• Identify ways to respond to the irate and angry customer
• Managing complaints and escalations
• Escalating the call to the supervisor/management

MODULE 9: Deal with the smaller aspects with bigger results

• 4 Step Hold Procedure
• Useful Telephone Aids
• Managing dead air and requesting the customer to wait
• Educating the customer on the possible solutions and give required information
• Maintaining Transparency and Sign Posting
• Transfer Procedure
• Conferencing a call
• Telephone Phonetics

MODULE 10: Closing the Call

• Follow-through
• Sign the call
• Summary and Action Plan
• Arrange a Call back as per the requirement
• Gratitude
• Greeting

Course Administration Details:

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.

ACCREDITATION

Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).

TRAINING VENUE

The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION AND AIRPORT PICKUP

Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected]/[email protected]

Mob: +254 715 077 817/+250789621067

TAILOR- MADE

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817/+250789621067

Mob: +254 792516000, +254 792516010 , +250 789621067 ,or mail [email protected]/[email protected]

PAYMENT

Payment should be transferred to IRES account through bank on or before start of the course.

Send proof of payment to [email protected]/[email protected]

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