Overview
This 2-day course will enable participants to better understand the hidden messages and language that customers use; to understand how to identify and handle telephone types. It will provide them with questioning techniques and improve their listening skills so that they will be better able to deal with customer complaints. It will give them a deeper understanding of how to deliver real quality customer service and how to retain customer loyalty.
Course duration
2 Days
Course outline
Communication Skills
- What is Effective Communication?
- Body Language
The Key Elements in Effective Communication
Effective Telephone Communication
The Barriers to Communication
- Physical Barriers
- Psychological Barriers
- Semantic Barriers
Overcoming the Barriers to Communication
The Four Telephone Types
How the Four Types Vocalize
The Effective Telephone User
- Creating the Right Impression
- Attitude
- Voice
- Words
- Handling Incoming Calls Efficiently
Controlling the Call/Overcoming Fear
Relax!
The Angry Caller
Understanding Your Customer
What is Important to Customers?
How to Keep Customers
- Never Tell Customers Your Problems
- Problems = Opportunities
Final Guidelines For Handling Complaints
Measurement Systems
WINTRAC INC. - the one stop shopping center for IT training.
16523 S.W. McGwire Ct. Beaverton OR -97007
Phone: (503) 259-0312
Fax: 707-598-2268
Email: sales@wintrac.com
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