Course Name : Customer Service through the Telephone

Course Code : CSS-120

Course Duration : 2 Day(s)

Course Objectives:

To enable the participants to develop and implement appropriate skills to improve Customer Service Skills.

Expected Accomplishments:

After the course, participants will be able to:

• Improve telephone skills for communicating with external and internal customers.
• Deal with difficult customers over the telephone professionally.
• Manage customer expectations by actively listening to their requirements.

Who can benefit:

Staff and Supervisors responsible for interacting with Customers over the telephone frequently.

Prerequisites:

Good / Reasonable command of English Language.

 

Course Outline:

• Basic Telephone Techniques.
• Incoming and Outgoing call management.
• How to handle Messages?
• Customer Follow up techniques.
• Professional dealing with Difficult Customers.
• Complaint handling tools.
• Communication Skills.

 

 

Delivery Method:

Instructor-led classes with Exercises, Case Studies, Role Play. Quiz and Videotapes.

Instructor-led classes with Exercises, Case Studies, Role Play. Quiz and Videotapes.

Related Training:

• Developing Effective Working Relationships.
• Dealing with Difficult Customers and Solving Problems.
• Customer Service for Frontline Staff.