Service Excellence on the Telephone

This dynamic, hands-on workshop will help delegates to gain individual insight and capability on how to develop excellence in delivering outstanding service to customers over the telephone
 

Learning outcomes:

At the end of the course, delegates will be able to:

·       Identify the value and payback of delivering high quality service excellence to customers over the telephone

·       Review the specific challenges and difficulties of delivering service over the telephone

·      Review the skills, techniques and behaviours typically required to deliver high quality service to customers over the phone

·        Understand what customers expect and value from telephone service providers

·        Undertake a variety of practical exercises to role play challenging telephone customer service scenarios

·     Plan how to use newly gained skills back at work telephone service situations

Typical content

·      Service Excellence – what we mean by service excellence and the value and payback to businesses, customers and employees

·        Challenges & Difficulties – a review of the specific difficulties of delivering service over the telephone

·        Skills & Capabilities – a model of the typical skills and capabilities required to deliver outstanding customer service over the telephone

·        Customer Expectations – drawing upon team members own experiences, an identification of typical expectations that customers have of telephone service providers

·        Customer Scenarios – role play and practise exercise to equip participants with insight and learning into the key distinguishing behaviours in providing great service over the telephone.

·       Difficult Situations – a range of practical activities to simulate handling difficult customer service situations over the telephone

·      Personal Action Planning – an opportunity to make personal plans about applying capabilities learned back at work

Fee - £260 Includes lunch / refreshment

One day course

Available Dates       Book online now

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