Customer care on the telephone
Customer service is one of the most important aspects of any business, it's not just a question of reacting to your customers' needs - it's also about defining what they really want, even when they are not sure themselves.
Intended for anyone who deals with customers on the phone
This session will help you react better to customer needs - and deal with situations when they become difficult.
Objectives:
At the end of this training session you will be able to:
* Explain the importance of being customer-centred
* Explain the needs of your customers and how to meet them
* Define your customers' perception and how that affects your relationship
* Follow the five steps to assertiveness over the phone
* Build rapport with your customers and maintain it
* Demonstrate active listening with your customers
* Use the four types of questioning to determine customer needs
* Improve your telephone tone
* Reframe negative statements into positives
* Analyse and adapt your behaviour when dealing with customers
* Follow three steps to meet customer needs
* Explain why complaints occur and idetify methods of dealing with them
What's included?
* Personalised certificate of attendance
* Instruction by an expert facilitator
* Specialised manual and course materials
* Coffe/Tea/Eats
Venue: Fourways
Cost: R695 per delegate
Date: 21 August 2010
Venue: Fourways
Cost: R695 per delegate
Date: 20 August 2010
Venue: Centurion
Cost: R695 per delegate
Date: 17 August 2010
Venue: Durban
Cost: R695 per delegare
Date: 18 August 2010
Venue: Cape Town
Cost: R695 per delegate