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Provided by: Last Minute Training Customer Satisfaction Servicing Customers on the TelephoneCall Center Training |
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Training
Provided by Last Minute Training
Participants who complete this workshop will:
* Learn the difference between customer Service and customer Satisfaction.
* Master the invaluable tool of Active Listening by hearing and interpreting what customers say and don't say. Learn how to deal with difficult callers and deal with information despite the manner in which it was communicated.
* Recognize forbidden phrases and reword negative statements.
* Monitor personality and style to maintain a positive attitude.
* Communicate effectively so customers want to listen.
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Customer Satisfaction Servicing Customers on the Telephone
Day One
1. Introduction
* "Today, Tomorrow, Trends." The telephone skills necessary to satisfy customers.
* "How Open Are You to Widening Your Perspective?"
2. Art of Courtesy
* "Customer Service Versus Customer Satisfaction." Explore and define the difference between the two. Are you providing service or satisfaction?
* Negative Perception to Serving.
* Dealing with Difficult People.
* Taking it Professionally, Rather than Personally.
* "Taking the Curt Out of Courtesy." Addressing common complaints and concerns of calls and call centres.
* "Courtesy Starts at Home." Supporting your coworkers and creating a positive environment.
3. Public Relations
* "Personality Profile". Identify yours and others' personality types and styles. Learn the tools to deal with the information customers provide, despite the manner in which the information was delivered.
* "Beyond the Call of Duty." Recognize and monitor your style by working on a solution with different personality types.
* "Forbidden Phrases." Focuses on commonly misused phrases and the taboos of problem solving over the telephone.
4. Listening
* "Active Listening." Stay in the moment with the speaker and explore the depth and necessity of active listening.
* "Audio Test." A look at Word Intonation and its impact on communication. If you are not conscious of yours and others' tone, how much of the information is lost?
* <>Closure
* "Unstoppable Performance." Looking ahead and keeping the pace everyday. Setting performance standards and action plans for future review.
1. Introduction
* "Today, Tomorrow, Trends." The telephone skills necessary to satisfy customers.
* "How Open Are You to Widening Your Perspective?"
2. Art of Courtesy
* "Customer Service Versus Customer Satisfaction." Explore and define the difference between the two. Are you providing service or satisfaction?
* Negative Perception to Serving.
* Dealing with Difficult People.
* Taking it Professionally, Rather than Personally.
* "Taking the Curt Out of Courtesy." Addressing common complaints and concerns of calls and call centres.
* "Courtesy Starts at Home." Supporting your coworkers and creating a positive environment.
3. Public Relations
* "Personality Profile". Identify yours and others' personality types and styles. Learn the tools to deal with the information customers provide, despite the manner in which the information was delivered.
* "Beyond the Call of Duty." Recognize and monitor your style by working on a solution with different personality types.
* "Forbidden Phrases." Focuses on commonly misused phrases and the taboos of problem solving over the telephone.
4. Listening
* "Active Listening." Stay in the moment with the speaker and explore the depth and necessity of active listening.
* "Audio Test." A look at Word Intonation and its impact on communication. If you are not conscious of yours and others' tone, how much of the information is lost?
* <>Closure
* "Unstoppable Performance." Looking ahead and keeping the pace everyday. Setting performance standards and action plans for future review.
About The Training Provider: Last Minute Training
Last Minute Training - Last Minute Training Corp. works similar to last minute discounted travel. We sell training seminars at deep discounts on a last minute basis. If you want to save 30 - 60 off high quality training seminars and have the flexibility to attend with only a few days notice check out our website and see if the training you are looking for is on sale. While your there set up and free account...
