Telephone Customer Service

Training Motive

What clients have to say about your business is a direct result of the way your customer service advisors speak to them. To receive regular complimentary feedback you need advisors with the confidence to communicate with empathy, enthusiasm and professionalism.

Training Sessions

This course combines coaching and training.

Session 1: Communication Essentials – Learn about the principles behind effective communication and what happens once you are aware of them.
Session 2: Telephone Skills Evaluation – Listen to departmental calls to hear how they are handled and where strengths and weaknesses lie.
Session 3: Process and KPIs – Understand the conversational process and the Key Performance Indicators (KPIs) needed to measure success.
Session 4: Self-appraisal – Listen and self-appraise the way you speak so that you can go from strength to strength.
Session 5: Role-Plays – Create and deliver scenarios designed to improve skills and confidence – these include handling difficult customers and international callers.
Session 6: Mystery calls – Monitor, measure and evaluate progress via Mystery Calls.

The sessions are tailored to suit your business needs and culture. They include specially designed exercises and role-plays.

Duration: Agreed days per month over  2 – 3 month period.

Designed for…

Retail customer service teams. In particular, international brands with a wide product range and a large footprint of stores.

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