Customer Service Training - including Telephone Etiquette Training - Port Elizabeth

Customer Service Training

Including Telephone Etiquette Training

This Customer Service Training and Telephone Etiquette Training Course - which is offered in-house, publicly and virtually throughout South Africa - will:

Suitable for:   All staff involved in customer service

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Through this Customer Service and Telephone Etiquette Training Course, delegates will learn:

• Understanding the importance of internal and external customers
• The key: How to achieve an excellent internal service culture
• What does great internal customer service look like?
• Building the culture of great service
• The principle of CARE
• What do organizations with high repeat business have in common?
• Killer phrases that destroy customer retention
• Teamwork and the service chain
• Analysing the service culture of your company
• Telephone Etiquette
• First impressions formed on the phone
• Putting a smile in your voice
• Adopting a “yes we can” attitude
• The importance of tone of voice, pitch and rate of speech
• Time taken to answer
• Getting essential information to serve
• Questioning and probing techniques
• The dreaded “please hold”
• The dreaded “dead end” transfer
• Giving and taking messages
• Active listening skills
• Matching the communication style of your customer
• Understanding the basic needs and expectations of customers
• The 4 basic needs of every customer
• The 3 V’s of communication
• Adding even more value for your customers – and your company
• The 2 reasons people buy
• The “Feel Good” factor
• How else can we be of service?
• Attitude and competencies essential for a customer-serving employee
• The importance of attitude & valuing yourself in customer service
• Attitude – sending out a positive attitude in every way
• Effective communication as a customer-serving employee<
• Techniques every customer serving employee should know to increase sales
• Effective enquiring
• Up-selling and cross-selling
• Selling benefits
• Handling customer complaints and irate customers
• Why complaining customers are highly valuable
• The wise approach to take when faced with a customer complaint
• The 7 steps to dealing with angry customers

Click to view our Customer Service Training Courses on our website